Guest Services Manager: Overnight Ops & Guest Experience

InterContinental Hotels Group

Hong Kong

Hybrid

HKD 312,000 - 580,000

Full time

2 days ago

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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

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.

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