Guest Services Manager

InterContinental Hotels Group; Hong Kong; Hybrid; HKD 312,000 - 580,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Services Manager to own front office operations and deliver exceptional first impressions. You will manage overnight shifts, deliver the Kimpton Guest Journey, and ensure prompt personal recognition for guests.

The role requires at least 5 years in hotel front office with 2 years in supervision, a bachelor’s in hospitality or business, and fluency in English plus Cantonese and Mandarin.

Qualifications

• Minimum of 5 years' experience in hotel front office / guest service.
• At least 2 years in a supervisory role.
• Bachelor's degree in hospitality management, business administration, or equivalent.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Acting as Manager on Duty with a focus on overnight shift.
• Deliver a bespoke staying experience based on Kimpton Guest Journey.
• Engage guests and resolve feedback or complaints promptly.
• Collaborate with departments to ensure service excellence and efficiency.
• Conduct regular patrols for safety and security.
• Maximize occupancy, revenue and average rate while maintaining service quality.

Skills

Interpersonal skills

Communication skills

Problem solving

Training and coaching

Multi-tasking

Attention to detail

English language

Cantonese and Mandarin

Education

Bachelor's degree in hospitality management or business administration

Tools

Opera

Microsoft Office Suite

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.