Guest Relations Manager

At Hyatt Centric Victoria Harbour Hong Kong, we connect guests to the heart of the destination through thoughtful service, local insights, and memorable experiences. As VIP Service Manager, you will play a key role in delivering personalized, seamless, and elevated service to our VIP guests, World of Hyatt members, long-stay guests, and special-profile visitors.

You will lead the Guest Relations journey from pre-arrival to departure, ensuring every detail is anticipated, every preference is remembered, and every guest interaction reflects Hyatt’s commitment to care and genuine hospitality.

Responsibilities

• Overseeing the full guest journey, including pre-arrival preparation, room assignment, welcome arrangements, in-stay engagement, and departure experience
• Ensuring VIPs, World of Hyatt members, repeat guests, long-stay guests, and special-profile guests receive personalized, seamless, and memorable service.
• Upholding the highest standards of guest communication, service etiquette, discretion, and professionalism across all VIP touchpoints
• Leading and developing the VIP Service team through regular coaching, training, performance feedback, and active participation in achieving hotel goals
• Working closely with Front Office, Housekeeping, Food & Beverage, Reservations, Sales, Revenue, Security, and other departments to ensure guest preferences and special requests are delivered accurately and promptly
• Reviewing VIP arrival lists, guest profiles, traces, preferences, amenities, and special arrangements to ensure all preparations are completed before guest arrival
• Staying current with hotel policies, loyalty program benefits, promotions, room products, local offerings, and operational procedures to provide accurate information to guests and colleagues
• Conducting routine inspections of VIP rooms, amenities, welcome setups, and service arrangements to ensure all details meet hotel standards.
• Analyzing guest feedback, service logs, preference records, VIP reports, and request breakdowns to identify trends, improve processes, and enhance the overall guest experience
• Supporting the Director of Rooms and hotel leadership team in daily operations, service initiatives, guest engagement programs, and continuous improvement projects

Qualifications

• Minimum of 3 years’ supervisory or managerial experience in guest-facing hotel operations. Candidates with specialized experience in VIP services will be an advantage
• Strong experience in hotel guest services, front office, guest relations, VIP services, or related roles, preferably in a lifestyle hotel environment
• A bachelor’s degree or diploma in hotel management, hospitality, tourism, or a related discipline
• Excellent communication skills in spoken and written English, Cantonese, and Mandarin; knowledge of other languages is an advantage
• Strong interpersonal skills, with the ability to build trust and communicate confidently with guests, senior leaders, and colleagues across departments.
• A genuine passion for hospitality, with an anticipative mindset, attention to detail, discretion, and commitment to service excellence
• Strong problem-solving skills and the ability to handle sensitive guest situations calmly and professionally
• A collaborative team player who respects all cultures, welcomes diverse perspectives, and celebrates individuality
• Good organizational skills, with the ability to manage multiple priorities in a fast-paced environment
• Flexibility to work shifts, weekends, and public holidays according to hotel operations