Guest Services Supervisor

Kimpton Tsim Sha Tsui Hong Kong; Hong Kong; On-site; HKD 301,000 - 312,000; Full time

Job summary

Kimpton Tsim Sha Tsui Hong Kong is seeking a Guest Services Supervisor to own the front desk experience, ensuring guests receive prompt, professional attention and personal recognition. You will supervise front desk, guest relations and the service centre, oversee daily operations, train new colleagues and respond to guest feedback with tact and diplomacy.

The role requires at least 4 years in hotel front office, a bachelor’s degree in hotel management, fluency in English and Chinese (Cantonese

Qualifications

• 4+ years in hotel front office or guest services.
• 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 service mindset and excellent interpersonal skills.
• Fluent English and Chinese (Cantonese and Mandarin)

Responsibilities

• Oversee front desk, guest relations and guest service centre operations.
• Provide supervision and on-the-job training to colleagues.
• Handle guest inquiries, requests and complaints with tact and professionalism.
• Monitor operations to ensure service excellence and guest satisfaction.

Skills

Proactive

Agile

Creative

Charming

Joyful

Supervisory skills

Organising

Problem solving

Education

Bachelor's degree in hotel 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 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

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## More Job Information

Salary

• 27000 - 28000 / MONTH

Job Function

• 餐飲 · 酒店 - 其他職位

Location

• 尖沙咀

Employment Term

• 全職

Employment Term

• 長期

Education

• 博士