Guest Services Lead: Front Desk & Guest Loyalty

Kimpton Tsim Sha Tsui Hong Kong; Hong Kong; On-site; HKD 223,000 - 257,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong invites a Guest Services Agent to deliver memorable first impressions at the front desk, ensuring prompt, professional attention and personal recognition for every guest.

You will handle check-in/out, lobby duties, guest relations, and multi-channel requests while maintaining Opera expertise and a strong service mindset. Fluency in English and Chinese is essential, with a courteous, detail‑oriented approach.

Qualifications

• At least 1 year of hotel front office or guest services experience.
• Bachelor's degree in hotel management or equivalent.
• Proactive, agile, creative, charming and joyful.
• Excellent interpersonal and communication skills.
• Experience with Opera, Microsoft Office Suite, Quore, and JDS is advantageous.
• Fluent in English and Chinese (Cantonese and Mandarin) speaking and writing.

Responsibilities

• Delivering a bespoke staying experience based on Kimpton Guest Journey and recognizing guests as unique individuals.
• Executing Kimpton's approach to guest engagement to inspire loyalty.
• Handling front desk activities including check-in/check-out, lobby duty, and cashiering; managing all incoming calls.
• Developing and maintaining strong guest relations to ensure loyalty among IHG One Rewards Members.
• Mastering multiple communication channels to promptly and professionally handle guest requests.
• Maintaining knowledge of departmental standards and procedures.

Skills

Front office experience

English language

Chinese language (Cantonese/Mandarin)

Interpersonal skills

Microsoft Office

Opera

Quore

JDS

Education

Bachelor's degree in hotel management

博士

Tools

Opera

Microsoft Office Suite

Quore

JDS

Job description

Kimpton Tsim Sha Tsui Hong Kong invites a Guest Services Agent to deliver memorable first impressions at the front desk, ensuring prompt, professional attention and personal recognition for every guest.

You will handle check-in/out, lobby duties, guest relations, and multi-channel requests while maintaining Opera expertise and a strong service mindset. Fluency in English and Chinese is essential, with a courteous, detail‑oriented approach.