Guest Services Supervisor / Senior Guest Services Agent

Our guests’ memorable experiences have to start somewhere. So why not with you? As the Guest Services Supervisor at Kimpton Tsim Sha Tsui Hong Kong, you will take ownership of delivering exceptional first impressions – managing the activities of front office operations ensuring that guests receive prompt, professional attention and personal recognition. 

A little taste of your day-to-day 

Every day is different, but you’ll mostly be: 

• Delivering a bespoke staying experience based on Kimpton Guest Journey, recognizing guests as unique individuals  
• Executing Kimpton’s unique approach to guest engagement, creating memorable experiences that inspire guest loyalty  
• Assisting the Manager in overseeing the daily operation, striving for service excellence, and building relationships to enhance guest satisfaction  
• Performing supervisory duties relevant to Front Desk, Guest Relations and Guest Service Centre such as check-in/check-out, lobby duty, cashiering and handling all incoming calls  
• Mastering various communication channels to ensure guests’ requests are promptly and professionally handled 
• Providing supervision and on-the-job training to new colleagues  
• Handling guest comments and complaints with tact in accordance to the hotel’s policies and procedures 
• Addressing potential problems by reviewing and monitoring operational issue and business flow   

What we need from you 

• A minimum of 4 years of experience in a hotel front office or guest services  
• A bachelor’s degree in hotel management or equivalent 
• Proactive, agile, creative, charming and joyful   
• Strong supervisory, organising and problem solving skills 
• Great team player with strong service mindset, excellent interpersonal and communication skills 
• Always striving for service excellence, anticipatory, discreet and detail-oriented 
• Experienced in using Opera, Microsoft Office Suite, Quore, JDS 
• Excellent communication skills in both English and Chinese (Cantonese and Mandarin) are essential, both spoken and written; knowledge of other languages is a plus 
• Candidate with less experience will be considered as Senior Guest Services Agent