Guest Relations Manager

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Mandarin Oriental Hotel Group Limited Full time

Mandarin Oriental, Hong Kong is looking for a Director of Guest Relations to join our Guest Relations team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

The iconic Mandarin Oriental, Hong Kong is the epitome of contemporary luxury combined with Oriental heritage. Having delighted guests with award-winning services and impressive facilities for 60 years, it is a much-loved address for those seeking an exclusive sanctuary in the heart of the city. The hotel's spacious rooms and suites offer magnificent views of the renowned Victoria Harbour and the city's skyline. A collection of nine outstanding restaurants and bars, including two that hold Michelin Star status, a luxurious club lounge, a Shanghainese-inspired holistic spa, an indoor pool and a state-of-the-art fitness centre, make Mandarin Oriental, Hong Kong the quintessential "home away from home" for discerning leisure and business travellers alike.

About the job

Based at the Mandarin Oriental, Hong Kong within Room Division in Hong Kong, the Director of Guest Relations is responsible for the day-to-day operation of the Guest Relation section whilst on duty. On a broader scale the Director of Guest Relation is to ensure that all the hotel's guests are greeted, attended to and assisted with a level of service that is professional, efficient yet friendly and second to none. The Director of Guest Relations reports to the Director of Rooms.

As Director of Guest Relations, you will be responsible for the following duties:

  1. Report directly to the Director of Rooms and spearhead the VIP recognition program to enhance guest satisfaction.
  2. Provide comprehensive supervision of the Guest Relations Department and Mandarin Club operations, ensuring all staff deliver exceptional service.
  3. Monitor and evaluate the quality of service provided by all team members, ensuring that standards continually exceed guest expectations.
  4. Facilitate effective communication among colleagues on a daily basis and conduct daily briefings to maintain seamless operations.
  5. Develop and maintain an in-depth knowledge of Hong Kong and its surrounding areas, including Macau, Shenzhen, and Guangzhou, to provide informed recommendations to guests.
  6. Respond promptly and professionally to guest correspondences and inquiries, ensuring timely resolution of issues.
  7. Address guest feedback and complaints, providing appropriate solutions in a timely manner to ensure guest satisfaction.
  8. Prepare accurate reports on departmental productivity, identifying trends and areas for improvement; manage rostering effectively based on business needs.
  9. Enhance the guest experience journey through tailored approaches to our amenity programs and service touchpoints.
  10. Evaluate and refine operational procedures regularly, suggesting and implementing improvements as necessary.
  11. Continuously monitor and assess staff performance, providing on-the-job guidance and support to foster professional development.
  12. Train, coach, and mentor both new and existing team members to ensure high levels of service excellence.
  13. Conduct performance appraisals for the team, providing constructive feedback and career development opportunities.
  14. Collaborate with other departments to ensure a cohesive guest experience, including working closely with Housekeeping, Food & Beverage, and Front Desk teams.
  15. Design and implement guest engagement initiatives to encourage loyalty and repeat visits.
  16. Stay updated on industry trends, competitor offerings, and customer preferences to identify opportunities for innovation and improvement in guest services.

As Director of Guest Relations, we expect from you:

  1. Bachelor's Degree in Hospitality Management or related field preferred.
  2. A minimum of 8-10 years of relevant Front of House experience in a luxury hotel environment.
  3. Strong professional presentation and decorum in all guest interactions.
  4. Exceptional guest service skills, with sophisticated verbal and written communication abilities.
  5. Proven interpersonal skills and adept problem-solving capabilities.
  6. Ability to thrive under pressure in a fast-paced environment while effectively collaborating as part of a team.
  7. Proficiency in Cantonese and Mandarin is required; fluency in additional foreign languages is a plus.
  8. Demonstrated ability to lead a team and manage multiple priorities effectively.
  9. Passion for providing memorable guest experiences through attentive and personalized service.

Our commitment to you

  1. Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
  2. MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
  3. Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
  4. Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We're Fans. Are you?

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