Guest Relations Officer

Kimpton; Hong Kong; Vor Ort; HKD 201.000 - 268.000; Vollzeit

Zusammenfassung

Kimpton is seeking a Guest Relations Officer at our Hong Kong property to elevate IHG One Rewards experiences. You will recognise members, manage enrolment, and ensure benefits are delivered consistently while maintaining data quality and supporting system administration.

You will coordinate with Front Office, Reservations, Housekeeping and F&B to deliver personalised service and exceed guest expectations, with a focus on accuracy, training, and timely reporting.

Qualifikationen

• At least one year of experience in Front Office, Guest Relations, Reservations or loyalty services.
• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or 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.

Aufgaben

• Recognizing IHG One Rewards members and supporting a smooth, personalized arrival and departure experience.
• Serving as an on-property resource for loyalty benefits, terms and conditions, promotions and service standards.
• Identifying and enrolling eligible non-members and explaining program benefits clearly.
• Reviewing reports to identify elite members, milestone stays and enrollment opportunities.
• Coordinating with Front Office, Guest Relations, Reservations, Housekeeping and F&B to ensure benefits are delivered consistently.
• Administering Loyalty Connect and related hotel systems, including profile updates, points and reward-night checks.
• Maintaining accurate member records and conducting data-quality checks.
• Supporting team briefings and training on program updates and standards.

Kenntnisse

English

Cantonese

Mandarin

Ausbildung

Bachelor's degree in Hospitality Management

Hotel Management

Business Administration

Tools

Opera

Microsoft Office

Excel

Loyalty Connect

Merlin

JDS

Bluepin

Salto

Stay Please

Jobbeschreibung

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

Every day is different, but you'll mostly be:

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.

Job Info

• Job Identification 170116
• Job Category Hotel-Front Office
• Posting Date 10/15/2026, 01:26 AM
• Job Schedule Full time
• Locations 11 Middle Road, Tsim Sha Tsui, Kowloon, Hong Kong, HK