Guest Services Agent

Kimpton Hotels & Restaurants; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Benefits offered by this job

5-Day Work

Labour / Statutory Holiday

Medical Insurance

On-the-job training

Paternity Leave

Staff Discount

Job summary

Kimpton Hotels & Restaurants in Hong Kong seeks a Guest Services Agent to deliver exceptional first impressions and manage front office operations. You will engage guests with personalised service, handle check-ins/outs, and collaborate with teams to ensure memorable stays in a vibrant luxury setting.

Ideal candidates bring 1 year in front desk/guest services, a hotel management degree, and proficiency in English and Cantonese/Mandarin.

Qualifications

• Minimum 1 year of experience in a hotel front office or guest services.
• Bachelor’s degree in hotel management or equivalent.
• Proactive, agile, creative, charming and joyful.
• Great team player with strong service mindset and communication skills.
• Fluent in English and Chinese (Cantonese and Mandarin) is essential.
• Experience with Opera, Microsoft Office Suite, Quore, JDS is an advantage.

Responsibilities

• Deliver a bespoke staying experience based on Kimpton Guest Journey.
• Engage guests with Kimpton's approach to service to build loyalty.
• Handle front desk operations including check-in/out, lobby duty, and calls.
• Develop and maintain strong guest relations and respond to requests promptly.
• Maintain knowledge of departmental standards and procedures.

Skills

Customer service

Multilingual communication

Team player

Strong communication

Education

Bachelor’s degree in hotel management or equivalent

Tools

Opera

Microsoft Office

Quore

JDS

Job description

Immerse yourself in a luxe metropolitan escape at Kimpton Tsim Sha Tsui Hong Kong, the city's 'culture of time' that intertwines modern interpretations of local heritage with multicultural cues. Our thoughtfully designed 495 rooms and suites are timeless, offering hidden luxuries like sunken bathtubs and cozy daybeds, all accompanied by captivating views of Victoria Harbour. Five innovative culinary outlets present unique options, from contemporary and classic to Michelin-starred chef-helmed specialties. For any occasion, activation, or celebration, 400sqm creative spaces allow endless possibilities to transform dreams into reality. 50 stories above the bustling city lies a rooftop infinity pool decorated with the iconic Hong Kong skyline where hand-crafted cocktails can be enjoyed from an exclusive speakeasy. Peace seekers can find respite at our wellness facility with a state-of-the-art fitness center and dedicated spa. We invite you to Kimpton Tsim Sha Tsui Hong Kong to embark on a unique journey of heartfelt connections and inspiring discoveries.

Kimpton believe heartfelt, human connections make people’s lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, genetic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You’re here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It’s what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you – with your diverse background, talents, experiences, and plucky personality – is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That’s what we seek out and celebrate. It’s people of all kinds who share a knack for creativity and self-leadership. People who don’t need to be told what to do to get things done. People who have an innate passion for making others’ lives better.

It adds up to a work environment that’s a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guess feel it; you’ll feel it too.

Our guests’ memorable experiences have to start somewhere. So why not with you? As theGuest Services AgentatKimpton Tsim Sha Tsui Hong Kong, you will take ownership of delivering exceptional first impressions – managing the activities of front office operations ensuring that guests receive prompt, professional attention and personal recognition.

A little taste of your day-to-day

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

• Delivering a bespoke staying experience based on Kimpton Guest Journey, recognizing guests as unique individuals
• Executing Kimpton’s unique approach to guest engagement, creating memorable experiences that inspire guest loyalty
• Performing all activities relevant to Front Desk, Guest Relations and Guest Service Centre such as check in/check-out, lobby duty, cashiering and handling all incoming calls
• Developingand maintaining strong guest relations to ensure loyalty among IHG One Rewards Members
• Mastering various communication channels to ensure guests’ requests are promptly and professionally handled
• Maintaining intimate knowledge of departmental standards andprocedures

What we need from you

• A minimum of 1yearof experience in a hotel front office or guest services is preferrable
• A bachelor’s degree in hotel management or equivalent
• Proactive, agile, creative, charming and joyful
• Great team player with strong service mindset, excellent interpersonal and communication skills
• Always striving for service excellence, anticipatory, discreet and detail-oriented
• Have experiencein using Opera, Microsoft Office Suite, Quore, JDS is an advantage
• Excellent communication skills in both English and Chinese (Cantonese and Mandarin) are essential, both spoken and written; knowledge of other languages is a plus

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.

• 5-Day Work
• Labour / Statutory Holiday
• Medical Insurance
• On-the-job training
• Paternity Leave
• Staff Discount