VIP Guest Relations Lead — Luxury Hotel Concierge

Rosewood Hong Kong; Hong Kong; On-site; HKD 391,000 - 614,000; Full time

Job summary

Rosewood Hong Kong is seeking an Assistant Guest Relations Manager to uphold the highest standards of service for VIP guests, supervising the guest relations team, and ensuring seamless daily operations. You will tailor VIP experiences, coordinate with departments, and maintain VIP databases using Opera and Seven Rooms, while modeling professionalism and excellent communication.

Requirement includes minimum 3 years in hotel guest relations with supervisory experience; English, Putonghua and

Qualifications

• Minimum 3 years in hotel guest relations with supervisory experience.
• English, Putonghua and Cantonese proficiency (advantage).
• Familiarity with local area and concierge services; enforce hotel standards with staff.
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills.
• Previous experience with Opera System is highly preferred.

Responsibilities

• Assist the Guest Relations Manager in maintaining high service standards and supervising subordinates within the section.
• Ensure VIPs receive personalized service and memorable experiences during their stay or visit.
• Be a role model, demonstrating positive attitude and self-discipline.
• Advise management of upcoming SAGs to ensure timely actions for special guest requirements.
• Analyze guest profiles and arrival reports to maintain superior standards daily for VIPs.
• Foster long-term relationships with VIPs to build loyalty across outlets and rooms.
• Serve as primary contact for VIPs, handling inquiries and reservations and liaising with departments.
• Maintain Rosewood VIP database with Opera and Seven Rooms.
• Arrange tailor-made amenities for Rosewood VIPs.
• Possess thorough knowledge of Front Office systems including Opera and Seven Rooms.

Skills

Communication

Interpersonal skills

Presentation

Problem-solving

Tools

Opera System

Seven Rooms

Job description

Rosewood Hong Kong is seeking an Assistant Guest Relations Manager to uphold the highest standards of service for VIP guests, supervising the guest relations team, and ensuring seamless daily operations. You will tailor VIP experiences, coordinate with departments, and maintain VIP databases using Opera and Seven Rooms, while modeling professionalism and excellent communication.

Requirement includes minimum 3 years in hotel guest relations with supervisory experience; English, Putonghua and