Guest Relations 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 all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences
• Recruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standards
• Work with various departments to ensure seamless service delivery and promote hotel amenities effectively
• Assist in budget development, analyze financial reports, and monitor expenses related to guest services and amenities
• Design engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departure
• Ensure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally

REQUIREMENTS

• Degree or Higher Diploma in Hospitality or Tourism management is an advantage
• Minimum 5-6 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 inquiries and complaints
• Proficiency in English, Putonghua and Cantonese is preferable
• 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
• Possess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard