Loyalty Concierge - Elevate Elite Guest Experiences

Kimpton; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

Kimpton is seeking a Guest Relations Officer at our Hong Kong property to elevate IHG One Rewards experiences. You will recognise members, manage enrolment, and ensure benefits are delivered consistently while maintaining data quality and supporting system administration.

You will coordinate with Front Office, Reservations, Housekeeping and F&B to deliver personalised service and exceed guest expectations, with a focus on accuracy, training, and timely reporting.

Qualifications

• At least one year of experience in Front Office, Guest Relations, Reservations or loyalty services.
• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or related discipline.
• Good command of spoken and written English, Cantonese and Mandarin; additional languages are an advantage.
• Proficiency in Opera, Microsoft Office and Excel. Exposure to Loyalty Connect, Merlin, JDS, Bluepin, Salto or Stay Please is an advantage.
• Familiarity with IHG One Rewards or another major hotel loyalty program is preferred, together with the ability to learn program rules, benefits and promotions quickly.
• Member-focused, professional and proactive, with strong interpersonal and problem-solving skills, attention to detail, and the ability to manage priorities across departments.
• Flexibility to support operational shifts, weekends and public holidays when required.

Responsibilities

• Recognizing IHG One Rewards members and supporting a smooth, personalized arrival and departure experience.
• Serving as an on-property resource for loyalty benefits, terms and conditions, promotions and service standards.
• Identifying and enrolling eligible non-members and explaining program benefits clearly.
• Reviewing reports to identify elite members, milestone stays and enrollment opportunities.
• Coordinating with Front Office, Guest Relations, Reservations, Housekeeping and F&B to ensure benefits are delivered consistently.
• Administering Loyalty Connect and related hotel systems, including profile updates, points and reward-night checks.
• Maintaining accurate member records and conducting data-quality checks.
• Supporting team briefings and training on program updates and standards.

Skills

English

Cantonese

Mandarin

Education

Bachelor's degree in Hospitality Management

Hotel Management

Business Administration

Tools

Opera

Microsoft Office

Excel

Loyalty Connect

Merlin

JDS

Bluepin

Salto

Stay Please

Job description

Kimpton is seeking a Guest Relations Officer at our Hong Kong property to elevate IHG One Rewards experiences. You will recognise members, manage enrolment, and ensure benefits are delivered consistently while maintaining data quality and supporting system administration.

You will coordinate with Front Office, Reservations, Housekeeping and F&B to deliver personalised service and exceed guest expectations, with a focus on accuracy, training, and timely reporting.