Guest Services Manager

IHG Hotels & Resorts; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Services Manager to lead the front office and deliver personalised hospitality experiences.

You will act as Manager on Duty during overnight shifts, delivering the Kimpton Guest Journey and handling complex guest requests with poise and care.

Collaborating across departments, you will ensure safety, guest loyalty, and optimal occupancy while maintaining the highest standards of service and personal recognition.

Qualifications

• Minimum 5 years in hotel front office/guest service.
• 2+ years in a supervisory role.
• Bachelor's degree in hospitality management or equivalent.
• Fluent in English and Chinese (Cantonese & Mandarin).

Responsibilities

• Acting as Manager on Duty during the overnight shift.
• Delivering a bespoke guest experience based on Kimpton Journey.
• Drive guest engagement and loyalty through personalised service.
• Manage daily operations and resolve guest feedback promptly.
• Collaborate with departments to ensure service excellence.
• Conduct regular safety patrols and support security.
• Handle emergencies in absence of senior management.
• Maintain cross-department communication for seamless service.
• Maximise occupancy, revenue and average rate while maintaining service.

Skills

Service mindset

Interpersonal skills

Communication skills

Problem solving

Coaching

Education

Bachelor's degree in hospitality management

Tools

Opera

Microsoft Office

Quore

JDS

Job description

Our guests’ memorable experiences have to start somewhere. So why not with you? As the Guest Services Manager at Kimpton 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:

• Acting as Manager on Duty and ensuring all hotel operations run smoothly with a focus on overnight shift
• Delivering a bespoke staying experience based on Kimpton Guest Journey as unique individuals
• Executing Kimpton’s unique approach to guest engagement, creating memorable experiences that inspire guest loyalty
• Managing daily operations, dealing with complex guest requests, resolving guests feedback or complaints promptly and effectively
• Collaborating with different departments to ensure exceptional guest service and operational efficiency
• Conducting regular patrols of the hotel premises to ensure safety and security of guests and staffs
• Handling all situations and emergencies in the absence of the senior management
• Maintaining constant communication with other departments to ensure seamless service
• Maximizing occupancy, revenue and average rate while maintaining a high level of service.

What We Need From You

• A minimum of 5 years' experience in hotel front office / guest service experience, with at least 2 years at supervisory role
• A bachelor's degree in hospitality management, business administration, or equivalent
• Strong service mindset, interpersonal and communication skills
• Good problem solving, training and coaching skills
• Multi-tasking abilities and attention to details
• Experienced in using Opera, Microsoft Office Suite, Quore, JDS
• Proficiency in both English and Chinese (Cantonese and Mandarin) is a must, speaking and writing; speak any other languages is an advantage.

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.