Luxury Guest Experience & Operations Manager

Rosewood Hong Kong; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

Rosewood Hong Kong is seeking an experienced Guest Relations professional to manage resident relations and ensure flawless guest experiences in a luxury hotel setting. You will collaborate with the Head of Resident Relations to anticipate needs and deliver personalized service.

The role requires 5+ years in a similar luxury hotel or serviced residence, strong problem-solving and organizational skills, and fluent English and Chinese, with Mandarin preferred.

Qualifications

• Degree or Diploma in Hotel Management or equivalent.
• Minimum 5 years in a similar role in luxurious hotel or service apartment.
• Strategic thinking with strong problem-solving and organizational skills.
• Detail-minded and able to work independently under pressure.
• Excellent communication and presentation skills; fluent in English and Chinese, Mandarin preferred.

Responsibilities

• Reports and communications with the Head of Resident Relations on all pertinent matters affecting guest experience.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout their stay.
• Responds to guest needs and resolves problems.
• Fully conversant with the emergency procedures to always ensure safety.

Skills

Problem solving

Organizational skills

Communication skills

Bilingual English/Chinese

Education

Hotel Management degree

Job description

Rosewood Hong Kong is seeking an experienced Guest Relations professional to manage resident relations and ensure flawless guest experiences in a luxury hotel setting. You will collaborate with the Head of Resident Relations to anticipate needs and deliver personalized service.

The role requires 5+ years in a similar luxury hotel or serviced residence, strong problem-solving and organizational skills, and fluent English and Chinese, with Mandarin preferred.