Guest Services Manager

Rosewood Hong Kong celebrates a culture in which Rosewood Associates are inspired to look at life a little differently, through a lens of limitless possibilities. We aim to create an innovative culture of intimate and casual, yet refined, hospitality, empowering Rosewood Associates to create indelible memories for themselves, for one other and for our guests.

The vertical estate on the majestic harbour, Rosewood Hong Kong is seeking intuitive, engaging and impassioned Associates to embark on a Rosewood Journey with us. 

Essential Duties and Responsibilities

• Manage and monitor the daily operations of Front Desk and Guest Services to ensure the quality of hotel services
• Maintain the comments and complaints relating to service standards and take any necessary action to achieve the highest level of hotel service
• Instruct and supervise the team to deliver high quality of services
• Handle emergency cases and complaints in accordance with hotel policies and procedures, such as ensuring the safety and security of external and internal customers
• Coordinate with internal and external parties to ensure high quality of services is delivered

Job Requirements

• Degree or Higher Diploma in Hospitality or Tourism management is an advantage.
• Minimum 6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacity
• Solid knowledge on the courteous manner of handling guest’s enquiries and complaints
• Proficiency in English, Putonghua and Cantonese is essential
• Proven managerial abilities in people management, strategic planning and decision making
• High standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skills