Guest Experience Specialist - Multilingual Bakery

Bakehouse; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

Bakehouse is seeking a customer-facing role in Hong Kong to deliver a warm and memorable guest experience. You will handle inquiries, feedback and service recovery with empathy, while acting as a brand ambassador who shares product knowledge and recommendations to enhance guest engagement.

The role emphasizes Mandarin-speaking guest interactions, collaboration with catering and event orders, and contributing to continuous service improvements across Bakehouse's shops and wholesale channels.

Qualifications

• 1–3 years of experience in customer service, guest relations, hospitality, F&B, retail, tourism or related roles.
• Experience handling customer enquiries, feedback, and service recovery with professionalism and empathy.
• Experience engaging with customers through digital channels or online communities is preferred.
• Experience supporting corporate, wholesale, catering, or event-related customer enquiries is a plus.
• Proficiency in Cantonese, Mandarin and English (spoken and written).

Responsibilities

• Deliver a warm, welcoming, and memorable guest experience reflecting Bakehouse's values and service standards.
• Handle guest enquiries, feedback, complaints and service recovery promptly and empathetically.
• Act as a brand ambassador by sharing product knowledge and recommendations to enhance guest experience.
• Build and maintain relationships with local and international guests, especially Mandarin-speaking customers.
• Identify guest experience trends and provide feedback to management for continuous improvement.
• Support catering and special occasion orders to ensure Bakehouse quality and brand standards.

Skills

Customer service

Hospitality

Communication

Empathy

Tools

CRM software

Social media tools

Job description

Bakehouse is seeking a customer-facing role in Hong Kong to deliver a warm and memorable guest experience. You will handle inquiries, feedback and service recovery with empathy, while acting as a brand ambassador who shares product knowledge and recommendations to enhance guest engagement.

The role emphasizes Mandarin-speaking guest interactions, collaboration with catering and event orders, and contributing to continuous service improvements across Bakehouse's shops and wholesale channels.