Senior Concierge & Guest Experience Leader

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

Benefits offered by this job

Duty Meal

Medical Insurance

5-day workweek

Job summary

Leadingnation, a member of the Langham Hospitality Group, seeks an Overnight Guest Services Manager to lead the hotel's Telephone Operations in Hong Kong. You will oversee guest interactions, monitor call quality, and drive guest satisfaction while promoting hotel facilities and offers.

The role requires strong guest-relations skills, cross-department coordination, and seamless night-shift leadership to ensure exceptional service and smooth operations for overnight guests.

Qualifications

• Previous experience in guest services or call centre management.
• Strong leadership and guest-relations skills.
• Ability to coordinate across departments to meet guest needs.

Responsibilities

• Lead and manage the hotel's Telephone Operations.
• Monitor service quality, call performance, and guest satisfaction.
• Promote hotel facilities, services, and offers.
• Respond to and resolve guest complaints.
• Coordinate all departments to fulfill guest needs.
• Build and maintain guest relationships.
• Oversee overnight guest services / duty manager duties.

Skills

Guest relations

Call center management

Team leadership

Quality monitoring

Customer service excellence

Job description

Leadingnation, a member of the Langham Hospitality Group, seeks an Overnight Guest Services Manager to lead the hotel's Telephone Operations in Hong Kong. You will oversee guest interactions, monitor call quality, and drive guest satisfaction while promoting hotel facilities and offers.

The role requires strong guest-relations skills, cross-department coordination, and seamless night-shift leadership to ensure exceptional service and smooth operations for overnight guests.