Guest Services Supervisor

Kimpton Tsim Sha Tsui Hong Kong; Hong Kong; On-site; HKD 300,000 - 480,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong seeks a Guest Services Supervisor to lead front desk operations, deliver warm welcome, and ensure guests receive prompt, professional attention and personal recognition.

You will supervise front desk, guest relations and service centre, handle check-in/check-out, and train new colleagues while maintaining the brand's service standards.

Qualifications

• A minimum of 4 years of experience in a hotel front office or guest services.
• Bachelor's degree in hotel management or equivalent.
• Fluent in English and Chinese (Cantonese and Mandarin) is essential.
• Proactive, agile, creative, charming and joyful.

Responsibilities

• 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.
• Assisting the Manager in overseeing the daily operation, striving for service excellence, and building relationships to enhance guest satisfaction.
• Performing supervisory duties relevant to Front Desk, Guest Relations and Guest Service Centre such as check-in/check-out, lobby duty, cashiering and handling all incoming calls.
• Mastering various communication channels to ensure guests’ requests are promptly and professionally handled.
• Providing supervision and on-the-job training to new colleagues.
• Handling guest comments and complaints with tact in accordance to the hotel’s policies and procedures.
• Addressing potential problems by reviewing and monitoring operational issue and business flow.

Skills

Front Office

Guest Services

Supervision

Communication

Problem Solving

Education

Bachelor's degree in hotel management

Tools

Opera PMS

Microsoft Office

Quore

JDS

Job description

About Kimpton Tsim Sha Tsui Hong Kong

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.

Why We’re Here

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

About Kimpton Tsim Sha Tsui Hong Kong

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.

Why We’re Here

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

How We’re Different

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 the Guest Services Supervisor 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

• 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
• Assisting the Manager in overseeing the daily operation, striving for service excellence, and building relationships to enhance guest satisfaction
• Performing supervisory duties relevant to Front Desk, Guest Relations and Guest Service Centre such as check-in/check-out, lobby duty, cashiering and handling all incoming calls
• Mastering various communication channels to ensure guests’ requests are promptly and professionally handled
• Providing supervision and on-the-job training to new colleagues
• Handling guest comments and complaints with tact in accordance to the hotel’s policies and procedures
• Addressing potential problems by reviewing and monitoring operational issue and business flow

What We Need From You

• A minimum of 4 years of experience in a hotel front office or guest services
• A bachelor’s degree in hotel management or equivalent
• Proactive, agile, creative, charming and joyful
• Strong supervisory, organising and problem solving skills
• Great team player with strong service mindset, excellent interpersonal and communication skills
• Always striving for service excellence, anticipatory, discreet and detail-oriented
• Experienced in using Opera, Microsoft Office Suite, Quore, JDS
• 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.