Guest Experience Manager
4 days ago
We’re looking for a strategic and service-driven Guest Experience Manager to join our Hong Kong team. This role leads the back-of-house guest support functions and digital communication channels, while partnering with the Front of House team to uphold service standards and deliver training across all guest touchpoints. WHAT YOU'LL DO Manage and coach the Reservations Team and Online Customer Service Representatives Set performance goals, conduct evaluations, and foster a culture of responsiveness and empathy Ensure accurate booking processes and timely guest communications Collaborate with Front of House leadership to align service protocols and guest journey expectations Participate in onboarding and ongoing training for Front Desk Agents, Concierge, and Bell Desk staff Support cross-functional initiatives to elevate guest satisfaction and service recovery Establish and maintain SOPs for all guest communications across in-person, phone, email, chat, and OTA channels Ensure SOPs reflect Dash Living’s brand voice, service philosophy, and operational efficiency Collaborate with Front of House leadership and People & Culture to embed SOPs into training and onboarding programs Regularly review and update SOPs based on guest feedback, operational changes, and industry best practices Monitor adherence to SOPs through audits, coaching, and performance reviews Design and deliver training modules on guest communication, complaint handling, and brand standards Conduct refresher workshops and service audits in partnership with People & Culture Monitor guest feedback trends and translate insights into actionable training content Support continuous learning and development across guest-facing teams Supervise reservation accuracy, rate integrity, and system updates Ensure timely and brand-aligned responses across email, chat, and OTA platforms Coordinate with Revenue and Sales teams on promotions and group bookings Track guest satisfaction scores, resolution rates, and booking conversion metrics Provide regular performance reports and recommendations to the General Manager Collaborate with other regions to ensure a unified guest experience strategy WHAT WE'RE LOOKING FOR Proven experience in guest experience, hospitality operations, or customer service leadership Strong communication and coaching skills across both in-person and digital channels Familiarity with reservation systems, OTA platforms, and guest feedback tools Passion for hospitality and a proactive approach to service innovation Fluency in English; Cantonese or Mandarin is a plus WHAT WE OFFER Your fingerprint to impact a fast-growing business at an exciting time A dynamic environment with career progression 5-day work week and a competitive salary Medical Insurance Fringe benefits + Extra leaves Interested talents please send a full resume with your current and expected salary and your notice period required to us. Personal Information Collection Statement: Applicants’ personal information will be used for the recruitment and employment matters only; information will be kept in strict confidence; information of unsuccessful applicants will be shredded after the recruitment process; subject to provisions under the Personal Data (Privacy) Ordinance, applicants have right to access and make corrections of their personal data. #J-18808-Ljbffr
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Guest Experience Ambassador
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Kowloon, Hong Kong SAR China The Langham, Hong Kong Full timeA prestigious hotel in Hong Kong is seeking a Guest Relations Officer to manage concierge and lobby guest relations duties. The ideal candidate will have a minimum of one year’s experience in the hotel industry, excellent communication and interpersonal skills, and the ability to work well under pressure. Responsibilities include assisting VIP guests,...
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Guest Experience
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Kowloon, Hong Kong SAR China Nina Hospitality Full timeA hospitality company in Hong Kong is seeking a team member to perform guest check-in and check-out duties, handle guest enquiries, and assist with various hotel operations. Candidates should possess a diploma or degree in Hotel Management, a strong command of English and Chinese, and familiarity with Microsoft Office tools. This is an excellent opportunity...
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Club Lounge Guest Experience Specialist
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Kowloon, Hong Kong SAR China Marco Polo Hongkong Hotel Full timeA well-known international hotel in Hong Kong seeks a Guest Relations Officer to deliver exceptional hospitality service for Club Floor guests, manage check-ins and outs, and maintain service standards. Candidates should possess experience in hotel management and customer service. This role offers unique opportunities to interact with guests and ensure their...
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Guest Experience Captain
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Kowloon, Hong Kong SAR China Marco Polo Hongkong Hotel Full timeA luxury hotel in Hong Kong is seeking a Restaurant Captain to deliver high-quality services and maintain smooth restaurant operations. The role requires a minimum of 2 years of restaurant operations experience and the ability to provide training to enhance team skills. Ideal candidates are outgoing, service-oriented, and proficient in English, Cantonese,...
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Kowloon, Hong Kong SAR China The Ritz-Carlton, Hong Kong Full timeA luxury hotel in Hong Kong is seeking an experienced Assistant Club Manager to oversee club operations and staff. The ideal candidate will have a diploma or degree in Hospitality Management, and at least 5 years of experience in luxury hotels. Strong communication skills in both Chinese and English are essential for ensuring high service standards and guest...
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Guest Experience
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Kowloon, Hong Kong SAR China Leadingnation Full timeA luxury hotel company in Hong Kong seeks a Housekeeping Coordinator to assist with operations in the Housekeeping Department. This vital role involves managing guest requests, maintaining room status records, and overseeing key control. The ideal candidate should have at least one year of experience in a similar role and hold a certificate in Hospitality...
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Guest Experience Leader
4 days ago
Kowloon, Hong Kong SAR China Dash Hong Kong Limited Full timeA leading hospitality company in Hong Kong is seeking a strategic Guest Experience Manager to enhance guest support and service standards. This role involves managing back-of-house operations, coaching the Reservations Team, and aligning service protocols with the Front of House. The ideal candidate has strong communication and coaching skills, along with...
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Retail Guest Experience Educator
2 weeks ago
Kowloon, Hong Kong SAR China lululemon Full timeA leading retail company in Hong Kong is seeking a part-time Educator to enhance the guest experience in their store. You will engage with customers, provide expert product knowledge, and support team operations in a dynamic environment. Ideal candidates will possess strong communication skills and a flexible working schedule. This position is entry-level...
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Guest Experience Ambassador
4 days ago
Kowloon, Hong Kong SAR China PURE International (Hong Kong) Ltd Full timeA premium lifestyle brand in Hong Kong is seeking a Part Time Guest Service Officer to enhance customer experiences across various locations. Responsibilities include greeting guests, managing check-in/out, and addressing inquiries professionally. The ideal candidate is fluent in both Chinese and English and possesses strong communication skills along with a...
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Front Desk Guest Experience Lead
4 days ago
Kowloon, Hong Kong SAR China Marco Polo Hongkong Hotel Full timeA prestigious hotel in Hong Kong seeks a Front Desk Supervisor to oversee operations, ensure high-quality service, and provide training to staff. Candidates should have a tertiary education in Hospitality Management and at least 2 years of hotel or customer service experience. Fluency in spoken English and Mandarin is essential. The role entails supervising...
