Guest Relations Manager

Rosewood Hong Kong; Hong Kong; On-site; HKD 280,000 - 420,000; Full time

Job summary

Rosewood Hong Kong is looking for an experienced Guest Relations Manager to lead all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences throughout the guest journey.

You will recruit, train, and mentor staff, collaborate with departments to ensure seamless service delivery and effective promotion of hotel amenities, and oversee budget monitoring and policy communications to uphold brand standards.

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

Education

Degree or Higher Diploma in Hospitality or Tourism management

Tools

Opera

Unifocus

Alice

Vingcard

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