Guest Relations Officer

IHG Hotels & Resorts; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong, part of IHG Hotels & Resorts, is seeking a Guest Relations Officer to bring IHG One Rewards to life by coordinating member recognition and delivering personalized experiences. In this role you will enrol members, maintain data quality, support program administration, and contribute to performance reporting while collaborating with Front Office, Reservations and F&B.

Strong English, Cantonese and Mandarin are preferred.

Qualifications

• Bachelor’s degree in hospitality or related discipline.
• Experience in front office, guest relations or loyalty services.
• Strong command of English, Cantonese and Mandarin.

Responsibilities

• Recognize IHG One Rewards members and ensure personalized arrivals.
• Coordinate member benefits and manage enrolment and data quality.
• Support program administration and performance reporting.
• Collaborate with Front Office, Reservations, Housekeeping and F&B.

Skills

Guest relations

Customer service

Interpersonal skills

Communication skills

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Excel

Loyalty Connect

Merlin

JDS

Stay Please

Job description

At Kimpton Tsim Sha Tsui Hong Kong, memorable stays begin with genuine connections. As our Guest Relations Officer, you will bring IHG One Rewards to life by coordinating member recognition, ensuring benefits are delivered consistently, and creating personalized experiences. You will also manage enrolment, maintain data quality, oversee program administration, and support performance reporting.

A little taste of your day-to-day

• 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.

What We Need From You

• At least one year of experience in Front Office, Guest Relations, Reservations or loyalty services, preferably within an upscale or luxury hotel environment.
• A Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a related discipline.
• Good command of spoken and written English, Cantonese and Mandarin; additional languages are an advantage
• Proficiency in Opera, Microsoft Office and Excel. Exposure to Loyalty Connect, Merlin, JDS, Bluepin, Salto or Stay Please is an advantage.
• Familiarity with IHG One Rewards or another major hotel loyalty program is preferred, together with the ability to learn program rules, benefits and promotions quickly.
• Member-focused, professional and proactive, with strong interpersonal and problem-solving skills, attention to detail, and the ability to manage priorities across departments.
• Flexibility to support operational shifts, weekends and public holidays when required.

We are an equal opportunity employer. All applications will be treated in strict confidence. Personal data collected will be used for recruitment purpose only. Applicants who do not hear from us within six weeks should consider their applications unsuccessful.

At Kimpton, be 100% you, lead with heart, and spark joy that inspires lasting memories.