Guest Relations Supervisor 客務關係督導員

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. 立即申請. #RWHKGRocks

Essential duties and responsibilities

• Assist VIP Service Manager in maintaining the highest level of standard in service and supervising subordinates within the section, with the responsibility of daily operation. Ensure our 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 and demonstrate positive attitude, as well as self-disciplined and self-motivated competencies.

• Be responsible for advising relevant management of all upcoming SAGs to ensure a seamless, outstanding experience for guests and that appropriate actions are taken in a timely fashion to address special requirements  

• Study and analyze guest profiles on both Rooms’ and Food & Beverage’s arrival reports to ensure that standards are maintained at a superior level on a daily basis and that all VIPs arriving at the hotel are recognized and well looked after; Help all operational departments to meet guest’s request meaningfully, consistently, effectively and cost-efficiently.

• Foster long-term relationship with VIPs, with the aim of building loyalty and encourage business across various outlets, room stay, and wellness

• Become the primary point of contact for VIPs, assist with enquiries and reservations, liaise with different departments  

• Input and maintain the accuracy of the Database of Rosewood VIPs, with the aids of Opera and Seven Rooms

• Arrange and/or tailor-made amenities, when necessary, for Rosewood VIPs

• Possess a thorough knowledge of the Front Office systems, such as Opera, Seven Rooms, etc.

Requirements

• 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