Guest Relations Supervisor

Rosewood Hong Kong; Hong Kong; On-site; HKD 391,000 - 614,000; Full time

Job summary

Rosewood Hong Kong is seeking an Assistant Guest Relations Manager to uphold the highest standards of service for VIP guests, supervising the guest relations team, and ensuring seamless daily operations. You will tailor VIP experiences, coordinate with departments, and maintain VIP databases using Opera and Seven Rooms, while modeling professionalism and excellent communication.

Requirement includes minimum 3 years in hotel guest relations with supervisory experience; English, Putonghua and

Qualifications

• Minimum 3 years in hotel guest relations with supervisory experience.
• English, Putonghua and Cantonese proficiency (advantage).
• Familiarity with local area and concierge services; enforce hotel standards with staff.
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills.
• Previous experience with Opera System is highly preferred.

Responsibilities

• Assist the Guest Relations Manager in maintaining high service standards and supervising subordinates within the section.
• Ensure VIPs receive personalized service and memorable experiences during their stay or visit.
• Be a role model, demonstrating positive attitude and self-discipline.
• Advise management of upcoming SAGs to ensure timely actions for special guest requirements.
• Analyze guest profiles and arrival reports to maintain superior standards daily for VIPs.
• Foster long-term relationships with VIPs to build loyalty across outlets and rooms.
• Serve as primary contact for VIPs, handling inquiries and reservations and liaising with departments.
• Maintain Rosewood VIP database with Opera and Seven Rooms.
• Arrange tailor-made amenities for Rosewood VIPs.
• Possess thorough knowledge of Front Office systems including Opera and Seven Rooms.

Skills

Communication

Interpersonal skills

Presentation

Problem-solving

Tools

Opera System

Seven Rooms

Job description

• Assist Guest Relations Manager in maintaining the highest level of standard in service and supervising subordinates within the section, with the responsibility of daily operation.
• Ensure our VIPs receive the best personalized service and most comfortable and memorable experience during their stay or visit at Rosewood Hong Kong.
• Be a good role model for the team and demonstrate positive attitude, as well as self-disciplined and self-motivated competencies.
• Be responsible for advising relevant management of all upcoming SAGs to ensure a seamless, outstanding experience for guests and that appropriate actions are taken in a timely fashion to address special requirements
• Study and analyze guest profiles on both Rooms’ and Food & Beverage’s arrival reports to ensure that standards are maintained at a superior level on a daily basis and that all VIPs arriving at the hotel are recognized and well looked after; Help all operational departments to meet guest’s request meaningfully, consistently, effectively and cost-efficiently.
• Foster long-term relationship with VIPs, with the aim of building loyalty and encourage business across various outlets, room stay, and wellness
• Become the primary point of contact for VIPs, assist with enquiries and reservations, liaise with different departments
• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aids of Opera and Seven Rooms
• Arrange and/or tailor-made amenities, when necessary, for Rosewood VIPs
• Possess a thorough knowledge of the Front Office systems, such as Opera, Seven Rooms, etc.

Requirements

• Minimum 3 years in hotel guest relations experience with supervisory experience in a luxury or ultra-luxury environment
• Proficiency in English, Putonghua and Cantonese is an advantage
• Familiarity with the local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all staff
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills
• Previous experience with Opera System is highly preferred