Guest Relations Supervisor

Rosewood Hotels; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Job summary

Rosewood Hong Kong currently seeks a Front Office professional to support Guest Relations, ensuring a personalized and memorable experience for VIP guests during their stay. You will supervise subordinates and uphold the highest service standards across the department.

Become the primary contact for VIPs, manage reservations and inquiries, and liaise with various departments to tailor amenities and services while maintaining Roswood’s luxury standards.

Qualifications

• Minimum 3 years in hotel guest relations with supervisory experience in luxury/luxury environment.
• Proficiency in English, Putonghua and Cantonese is an advantage.
• Familiarity with Opera System and concierge services to ensure standards and guest satisfaction.

Responsibilities

• Assist Guest Relations Manager in maintaining high service standards and supervising staff.
• Foster VIP relationships and ensure personalized, memorable stays for guests.
• Input and maintain Rosewood VIP database and coordinate VIP amenities using Opera and Seven Rooms.
• Coordinate with departments to fulfill guest requests promptly and cost-effectively.

Skills

Guest relations

Supervisory experience

Communication skills

Problem-solving

Interpersonal skills

Tools

Opera System

Seven Rooms

Job description

Hong Kong SAR Province/City Hong Kong SAR

Hiring Entity Rosewood Hong Kong Department

Front Office

Job Type: Full-time Permanent

Essential duties and responsibilities

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 RoomsArrange and/or tailor-made amenities, when necessary, for Rosewood VIPsPossess 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

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.