Regent Service Centre Agent

IHG Hotels & Resorts; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Regent Hong Kong, part of IHG Hotels & Resorts, seeks a guest services professional to deliver exceptional, anticipatory service. The role focuses on coordinating room amenity requests, dining arrangements, and city experiences while maintaining the exquisite brand standard.

You will handle guest feedback with discretion, collaborate across departments, and contribute to guest safety and wellbeing. Fresh graduates are welcome with a passion for service excellence.

Qualifications

• Bachelor degree in Hotel Management or relevant discipline.
• Excellent command of Cantonese, English & Mandarin; other languages a plus.
• Excellent communication skills with guests and across departments.
• Great team player who respects cultures and diverse perspectives.
• Strong problem solving, reasoning and organizational skills.
• Attention to service excellence, anticipative and discreet service.

Responsibilities

• Deliver guest experience aligned with Regent Hong Kong brand and service signatures.
• Coordinate requests for room amenities, dining and city recommendations.
• Handle in-room orders and restaurant reservations.
• Address guest feedback and resolve issues to maintain trust.
• Communicate across departments to ensure efficient collaboration and guest safety.

Skills

Cantonese

English

Mandarin

Excellent communication

Team player

Education

Bachelor degree in Hotel Management

Tools

Opera

HotSOS

POS system

Job description

YOUR DAY TO DAY

A splendid learning opportunity for candidates who are passionate in delivering impeccable, anticipatory service while dedicating to grow own career with a widen job scope and enhanced exposure.

• Deliver a guest experience that is unique and desired brand experience for Regent Hong Kong, service styles, behaviors and service signatures.
  • From coordinating requests of room amenities to dining and traveling recommendations within the city
  • From taking in-room gourmet orders, to making table reservations among our Taste Gallery
  • From taking ownership of guests’ feedback & complaints, to creatively work out a solution while winning guests’ trusts
  • From handling all in-house and outsider phone calls to mastering different communication channels to ensure guests’ requests are promptly and professionally handled
• Streamline communications across departments to ensure efficient collaborations among teams
• Cooperate with hotel management and security team to enhance guests’ wellbeing & safety

QUALIFICATIONS AND REQUIREMENTS

• 1+ years of work experience in related positions (fresh graduates are also welcomed)
• Bachelor degree in Hotel Management or relevant discipline
• Excellent command of Cantonese, English & Mandarin, other language is a plus
• Excellent communication skills with ability to interact with guests and across departments
• Great team player who respect all cultures, welcome different perspectives and celebrate differences
• Strong in problem solving, reasoningand organizational skills
• Always strike for service excellence, anticipative, discreet and detailed
• Proficiency in Opera, HotSOS & POS system is a plus

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We offer promising career opportunities with excellent remuneration packages, on-going professional learning & development, a culture of service excellence and a diverse workplace that celebrates differences.

Applicants who do not hear from us within four weeks should consider their applications unsuccessful. Data collected will be used for recruitment purpose only.