VIP Guest Relations Supervisor

Rosewood Hong Kong; Hong Kong; On-site; HKD 279,000 - 335,000; Full time

Job summary

Rosewood Hong Kong seeks a proactive Guest Relations professional to support the VIP guest experience. You will assist with daily operations, supervise team members, and tailor services for high-value guests to ensure memorable stays.

Fluent English with Putonghua/Cantonese is advantageous; familiarity with Opera and Seven Rooms is preferred. The role is based at尖沙咀, Hong Kong, and requires at least 3 years in luxury hospitality and a customer-centric mindset.

Qualifications

• Minimum 3 years in hotel guest relations experience with supervisory experience in a luxury or ultra-luxury environment.
• Proficiency in English, Putonghua and Cantonese is an advantage
• Familiarity with the local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all 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 Guest Relations Manager in maintaining the highest level of service and supervising subordinates within the section, with the responsibility of daily operation.
• Ensure VIPs receive the best personalized service and most comfortable and memorable experience during their stay or visit at Rosewood Hong Kong.
• Be a good role model for the team, with positive attitude, self-discipline and self-motivation.
• Advise management of all upcoming SAGs to ensure seamless, outstanding guest experiences and timely action on special requirements.
• Study and analyze guest profiles to maintain standards and recognize VIPs; support all departments to meet guest requests effectively and cost-efficiently.
• Foster long-term relationships with VIPs to build loyalty across outlets, room stays, and wellness.
• Be the primary contact for VIP inquiries and reservations, liaising with departments as needed.
• Maintain accuracy of Rosewood VIP database with Opera and Seven Rooms
• Arrange tailor-made amenities for Rosewood VIPs when necessary
• Possess thorough knowledge of Front Office systems such as Opera and Seven Rooms

Skills

English

Putonghua

Cantonese

Education

Bachelor

Tools

Opera

Seven Rooms

Job description

Rosewood Hong Kong seeks a proactive Guest Relations professional to support the VIP guest experience. You will assist with daily operations, supervise team members, and tailor services for high-value guests to ensure memorable stays.

Fluent English with Putonghua/Cantonese is advantageous; familiarity with Opera and Seven Rooms is preferred. The role is based at尖沙咀, Hong Kong, and requires at least 3 years in luxury hospitality and a customer-centric mindset.