Guest Services Manager (Guest Relations Focused)

Our Vision

Building Great Memories

Major Accolades

2004 - 2024      Caring Company Award

2016 - 2024      Three Michelin Stars – T'ang Court

2021 - 2024      Condé Nast Traveler Readers' Choice Award: Top 10 Hotels (HK)

2020 - 2024      Earth Check Certification Platinum Certificate

2020                  The Best of The Best Masterchef – T’ang Court

2020                  The Bostonian Seafood and Grill - Best Restaurants 2020

2015 - 2019      Forbes Travel Guide Five-star Award Winner

2016                  Travel+Leisure Best Top 5 Hotels in Hong Kong

Responsibilities

• Be responsible for building long-term relationship and enhancing guest engagement with Brilliant loyalty programme members.
• Greet Brilliant loyalty programme members with special recognition and service personally.
• Ensure exceptional guest experience and satisfaction to drive guest compliments.
• Uphold the hotel brand reputation and image by building and maintaining strong and good relationship with guests.
• Perform in sophisticated personalized services as attending to special requests by guests and exceeding expectations.
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs.
• Maintain knowledge on the up-to-date trend to ensure understanding and foreseeing guest needs to provide plus-one service.
• Handle guest complaints and referring them as necessary and follow up on corrective action.
• Perform any other duties as required by Front Office Manager in meeting hotel guest’s expectation.

Qualifications

• Higher diploma or above in education requirement; university graduate is preferable.
• At least 3-year solid front desk supervision and guest relations experience or in similar capacity. Proven record of luxury hotel chain experience is a plus;
• Sound knowledge in Front Desk operation and system;
• Being diplomatic in working with various departments;
• Strong communications skill with mature, take initiative & disciplined traits; &
• Strong command in writing and spoken English & Chinese (Cantonese & Mandarin).
   

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