Chief Operations Manager

VCC Land Limited; Hong Kong; Sur place; HKD 420 000 - 640 000; Plein temps

Résumé du poste

VCC Land Limited in Hong Kong is seeking a seasoned Guest Experience & Resident Relations leader to oversee front desk, concierge, and guest services for hotel guests and long-stay tenants.

You will drive complaint resolution, coordinate with Engineering and Leasing, maximize occupancy and revenue, and lead a team of customer service officers and housekeeping to uphold service standards while ensuring compliance with the Hotel and Guesthouse Accommodation Ordinance and fire safety regulations.

Qualifications

• Higher Diploma or Bachelor's degree in hospitality management, Real Estate or related discipline.
• Minimum 5 years of front-office or guest relations experience in Upscale / Luxury Serviced Apartments and/or hotels in Hong Kong, with at least 2 years in a supervisory or managerial role.
• Fluency in spoken and written English, Cantonese, and Mandarin is essential.

Responsabilités

• Oversee daily front desk, concierge, and guest relations operations to deliver personalized, high-touch service for hotel guests and long-stay tenants.
• Act as the primary point of escalation for complex guest inquiries, maintenance issues, and complaints, resolving matters promptly and professionally.
• Work closely with Engineering and Leasing teams to ensure units are move-in ready and tenant requests are fulfilled efficiently.
• Monitor daily room availability, coordinate upselling and cross-selling initiatives, and work with Leasing to maximize occupancy and yield.
• Recruit, train, mentor, and roster a team of Customer service officers/Associates and Housekeeping to maintain service standards.
• Monitor guest feedback and ensure compliance with the Hotel and Guesthouse Accommodation Ordinance and fire safety regulations.

Connaissances

English

Cantonese

Mandarin

Formation

Higher Diploma or Bachelor’s degree in hospitality management or related discipline

Outils

Microsoft Office

Flex PMS

Description du poste

Guest Experience & Resident Relations: Oversee daily front desk, concierge, and guest relations operations to deliver personalized, high-touch service for both hotel guests and long-stay tenants.

Complaint Resolution: Act as the primary point of escalation for complex guest inquiries, maintenance issues, and complaints, resolving matters promptly and in a professional manner.

Cross-Departmental Coordination: Work closely with Engineering and Leasing teams to ensure units are move-in ready and tenant requests are fulfilled efficiently.

Maximize Group portfolio revenue: Monitor daily room availability, coordinate upselling and cross-selling initiatives, and work closely with Leasing team to maximize occupancy and yield.

Team Leadership: Recruit, train, mentor, and roster a team of Customer service officers/ Associates and Housekeeping team to maintain consistent service standards.

Quality Assurance & Compliance: Monitor guest feedback across booking platforms and internal surveys, implement service recovery protocols, and ensure full compliance with the Hotel and Guesthouse Accommodation Ordinance and fire safety regulations.

Requirements

Education: Higher Diploma or Bachelor’s degree in hospitality management, Real Estate or a related discipline.

Experience: Minimum 5 years of front-office or guest relations experience in Upscale / Luxury Serviced Apartments and/or hotels in Hong Kong, with at least 2 years in a supervisory or managerial role.

Languages: Fluency in spoken and written English, Cantonese, and Mandarin is essential to serve a diverse local and international clientele.

Technical Skills: Proficiency in Microsoft Office Suite and Property Management Systems (PMS) such as Flex PMS is an advantage.

Personal Attributes: Demonstrated cultural sensitivity paired with exceptional interpersonal and problem-solving skills is preferred.rm residents.