Guest Services Manager

4 days ago


Hong Kong Island, Hong Kong SAR China Rosewood Hotel Group Full time

Essential Duties and Responsibilities

  • Manage and monitor the daily operations of Front Desk and Guest Services to ensure the quality of hotel services
  • Maintain the comments and complaints relating to service standards and take any necessary action to achieve the highest level of hotel service
  • Instruct and supervise the team to deliver high quality of services
  • Handle emergency cases and complaints in accordance with hotel policies and procedures, such as ensuring the safety and security of external and internal customers
  • Coordinate with internal and external parties to ensure high quality of services is delivered

Job Requirements

  • Degree or Higher Diploma in Hospitality or Tourism management is an advantage.
  • Minimum 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 enquiries and complaints
  • Proficiency in English, Putonghua and Cantonese is essential
  • 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

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