Guest Relations Associate

Rosewood Hotel Group; Hong Kong; On-site; HKD 200,880 - 312,480; Full time

Job summary

Rosewood Hotel Group in Hong Kong seeks an experienced VIP Guest Relations Associate to deliver ultra-luxury service. You will greet VIP guests, anticipate needs, manage reservations, and liaise with outlets and wellness services.

The role involves maintaining the Rosewood VIP database using Opera and Seven Rooms, tailoring amenities, and working across departments with calm professionalism.

Qualifications

• Bachelor degree in hospitality management or equivalent.
• Minimum 1-year relevant experience in a sizeable luxury hotel, including internships.
• Passionate about a level of service that is personalized and anticipatory with a keen eye for detail.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Fluent spoken Cantonese, Mandarin & English is essential. Another language is an advantage.
• Strong interpersonal and problem-solving abilities.
• Able to multitask, handle pressure, and coordinate between different departments.
• Previous experience with Opera System is highly preferred.
• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aid of Opera and Seven Rooms.

Responsibilities

• Provide guests with ultra-luxury customer service, striving to go the extra mile at all times by being intuitive, refined, and engaging.
• Conduct background search of guests prior to arrival to ensure guest recognition.
• Foster long-term relationships with VIPs, with the aim of building loyalty and encouraging business across various outlets, room stays, and wellness services.
• Be the lobby ambassador as the primary point of contact for VIPs, assist with enquiries and reservations, and liaise with different departments.
• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aid of Opera and Seven Rooms.
• Arrange and/or tailor-made amenities, when necessary, for Rosewood VIPs.

Skills

Guest relations

Multitasking

Interpersonal skills

Problem solving

Attention to detail

Calm under pressure

Education

Bachelor degree in hospitality management

Tools

Opera System

Seven Rooms

Job description

Responsibilities

• Provide our guests with ultra-luxury customer service, striving to go the extra mile at all times by being intuitive, refined, and engaging.


• Conduct background search of our guests prior to arrival to ensure guest recognition.


• Foster long-term relationships with VIPs, with the aim of building loyalty and encouraging business across various outlets, room stays, and wellness services.


• Be the lobby ambassador as the primary point of contact for VIPs, assist with enquiries and reservations, and liaise with different departments.


• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aid of Opera and Seven Rooms.


• Arrange and/or tailor-made amenities, when necessary, for Rosewood VIPs.

Requirements

• Bachelor degree holder in hospitality management or equivalent.


• Minimum 1-year relevant experience in a sizeable luxury hotel, including internships.


• Passionate about a level of service that is personalized and anticipatory with a keen eye for detail.


• Ability to focus attention on guest needs, remaining calm and courteous at all times.


• Fluent spoken Cantonese, Mandarin & English is essential. Another language is an advantage.


• Strong interpersonal and problem-solving abilities.


• Able to multitask, handle pressure, and coordinate between different departments.


• Previous experience with Opera System is highly preferred.


• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aid of Opera and Seven Rooms.