Guest Services Manager

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China The Langham, Hong Kong Full time
Job Summary

The Langham, Hong Kong is seeking a highly skilled and experienced Guest Services Manager to join our team. As a key member of our Front Office team, you will be responsible for ensuring that our guests receive the highest level of service and satisfaction.

Key Responsibilities:
  • Monitor and manage the daily operations of the Front Office, ensuring that all tasks are completed efficiently and effectively.
  • Represent the management team and act on their behalf in guest and staff relations.
  • Handle guest complaints and issues in a professional and courteous manner.
  • Ensure that all Front Desk activities are conducted in accordance with the hotel's quality standards.
  • Manage and control all activities at the Front Desk, ensuring a smooth and efficient operation during assigned shifts.
  • Rotate overnight shifts as required.
  • Ensure that guests receive prompt and courteous service, and that the highest possible level of guest satisfaction is achieved.
  • Report any irregularities or issues found in hotel operations or facilities to management, with recommended courses of action.
Requirements:
  • Higher diploma or above in education, with a university graduate preferred.
  • At least 3 years of solid front desk supervision experience or in a similar capacity.
  • Proven record of luxury hotel chain experience is a plus.
  • Sound knowledge of Front Desk operations and Opera PMS.
  • Skillful in complaint handling, crisis handling, and performing leadership roles.
  • Strong communication skills, with mature, take initiative, and disciplined traits.
  • Strong command of written and spoken English and Chinese (Cantonese and Mandarin).


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