Guest Relations Manager

Rosewood Hotels; Hong Kong; On-site; HKD 446,000 - 725,000; Full time

Job summary

Rosewood Hong Kong is seeking a seasoned Front Office leader to manage guest relations, recruit and mentor a high-performing team, and collaborate with multiple departments to deliver seamless luxury service. The role includes budget oversight for guest services, program design, and upholding Rosewood’s brand standards across the guest journey.

The ideal candidate has extensive luxury hotel experience, strong people management and communication skills, and proficiency with Front Office systems

Qualifications

• Degree or Higher Diploma in Hospitality or Tourism management is an advantage.
• Minimum 5-6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacity.
• Solid knowledge on the courteous manner of handling guest’s inquiries and complaints.
• Proficiency in English, Putonghua and Cantonese is preferable.
• Proven managerial abilities in people management, strategic planning and decision making.
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills.
• Possess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard.

Responsibilities

• Manage all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences.
• Recruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standards.
• Work with various departments to ensure seamless service delivery and promote hotel amenities effectively.
• Assist in budget development, analyze financial reports, and monitor expenses related to guest services and amenities.
• Design engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departure.
• Ensure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally.

Skills

Guest relations

Staff training

People management

Strategic planning

Decision making

Communication

Presentation

Interpersonal skills

Problem solving

Education

Degree or Higher Diploma in Hospitality or Tourism management

Tools

Opera

Unifocus

Alice

Vingcard

Job description

General Information

Hong Kong SAR Province/City Hong Kong SAR

Hiring Entity Rosewood Hong Kong Department

Rooms - Front Office Job Type Full-time Permanent

Job Description

• Manage all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences
• Recruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standards
• Work with various departments to ensure seamless service delivery and promote hotel amenities effectively
• Assist in budget development, analyze financial reports, and monitor expenses related to guest services and amenities
• Design engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departure
• Ensure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally

Requirements

• Degree or Higher Diploma in Hospitality or Tourism management is an advantage
• Minimum 5-6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacity
• Solid knowledge on the courteous manner of handling guest’s inquiries and complaints
• Proficiency in English, Putonghua and Cantonese is preferable
• Proven managerial abilities in people management, strategic planning and decision making
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills
• Possess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard

About Us

A culmination of the group’s differentiated approach to luxury hospitality, Rosewood Hong Kong is the newest global icon for Rosewood Hotels & Resorts®. At the epicentre of the Victoria Dockside arts and cultural district, Rosewood Hong Kong features 322 rooms and 91 suites in Rosewood’s high‑residential style, including 18 specialty suites and 186 Rosewood Residences, designed to accommodate longer stays.

A new centre of gravity on the Tsim Sha Tsui waterfront, Rosewood Hong Kong’s numerous bars and restaurants will create a vibrant gastronomic hub, showcasing unique concepts which convey Rosewood’s signature, innovative approach to intimate, casual and lively dining. The first urban outpost of Asaya will feature integrative wellness, fitness and spa facilities, debuting a unique gastronomic concept that emphasises wellbeing at its core.