We're looking for a Customer Service Consultant fluent in Korean to join our hotel team in Bangsar South, Kuala Lumpur. In this role, you will be the primary point of contact for our Korean-speaking guests, delivering exceptional service and support throughout their stay. You will handle inquiries, resolve concerns, and ensure every guest experience exceeds expectations while representing our organization's commitment to hospitality excellence.Respond promptly to guest inquiries and requests in Korean and English via phone, email, and in-person interactionsProvide personalized assistance to Korean-speaking guests, including room reservations, dining recommendations, and local attraction informationAddress and resolve guest complaints and concerns with empathy and professionalism, working toward satisfactory resolutionsMaintain detailed records of guest interactions and feedback using hotel management systems and CRM softwareCoordinate with hotel departments (housekeeping, maintenance, food and beverage) to fulfill guest requests and ensure seamless service deliveryAssist with check-in and check-out procedures, ensuring a smooth and welcoming experience for all guestsProvide cultural insights and support to enhance the guest experience for Korean-speaking visitorsIdentify opportunities to upsell hotel services and amenities while maintaining a customer-focused approachParticipate in training sessions and stay updated on hotel policies, procedures, and service standardsContribute to a positive team environment by supporting colleagues and sharing best practices in customer service
