Guest Relations & Loyalty Concierge

Kimpton Tsim Sha Tsui Hong Kong; Hong Kong; On-site; HKD 5,100 - 6,100; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Relations Officer to bring IHG One Rewards to life by recognizing members, delivering benefits, and coordinating personalized experiences for each guest.

You will enroll eligible guests, respond to inquiries, maintain data quality, and support performance reporting while collaborating with Front Office, Reservations, and other departments to ensure consistent service standards.

Qualifications

• At least one year of experience in Front Office, Guest Relations, Reservations or loyalty services.
• Bachelor’s degree in Hospitality Management or related discipline.
• Good command of English, Cantonese and Mandarin; additional languages are a plus.

Responsibilities

• Recognizing IHG One Rewards members and supporting a smooth, personalized arrival and departure experience, including priority handling and confirmation of eligible benefits.
• Serving as an on-property resource for IHG One Rewards benefits, terms and conditions, promotions and service standards, and responding accurately to guest and colleague enquiries.
• Identifying and enrolling eligible non-members, explaining program benefits clearly, and supporting the hotel’s enrolment, recognition and engagement targets.
• Reviewing Guest Arrival Reports and in-house guest reports to identify elite members, milestone stays, potential enrolments, Guest Love indicators and guests requiring special attention.
• Coordinating with Front Office, Guest Relations, Reservations, Housekeeping and Food & Beverage to ensure member preferences, benefits and special arrangements are delivered consistently.
• Administering Loyalty Connect and related hotel systems, including profile updates, points review and deposit, reward-night checks, F&B Rewards redemption and Merlin ticket submission.
• Maintaining accurate member records, conducting data-quality checks, and tracking weekly Front Office enrolment performance to identify improvement opportunities.
• Supporting team briefings and refresher training on program updates and member-experience standards, while providing operational support to the Guest Relations team when required.

Skills

Guest relations

Customer service

English Cantonese Mandarin

Opera PMS

Microsoft Office

Education

Bachelor's in Hospitality Management

Tools

Opera PMS

Loyalty Connect

Merlin

JDS

Bluepin

Salto

Excel

MS Office

Job description

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Relations Officer to bring IHG One Rewards to life by recognizing members, delivering benefits, and coordinating personalized experiences for each guest.

You will enroll eligible guests, respond to inquiries, maintain data quality, and support performance reporting while collaborating with Front Office, Reservations, and other departments to ensure consistent service standards.