Guest Relations Officer at IHG Career

Hong Kong, Hong Kong Island, Hong Kong S.A.R. -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Mandarin Proficiency, Emotional Intelligence, Problem Solving, Communication Skills, Cultural Insights, Customer Service, Rapport Building, Personalization, Empathy, Luxury Service, Attention to Detail, Local Knowledge, VIP Management, Feedback Handling, Social Media Knowledge

Industry

Hospitality

Description

As the Guest Relations Officer at Kimpton Tsim Sha Tsui Hong Kong, you will be the cultural ambassador and the heart of our guest experience, especially for our esteemed guests from mainland China. Your mission is to create genuinely personal connections, anticipate needs, and transform a great stay into an unforgettable one, ensuring our guests feel uniquely understood, valued, and cared for. A little taste of your day-to-day Every day is different, but you’ll mostly be: Serving as the primary point of contact and liaison for our guests from mainland China, providing seamless service in Mandarin and leveraging your cultural insights to tailor their experience Proactively greeting guests upon arrival, managing VIP pre-arrival preparations, and executing personalized check-in/check-out experiences Building genuine rapport to understand guest preferences, meticulously recording them to surprise and delight throughout their stay and in future visits Handling guest inquiries, requests, and feedback with empathy and efficiency, resolving any concerns with grace and a solution-oriented mindset Curating personalized recommendations for dining, shopping, and cultural experiences in Hong Kong, bridging the local offerings with guest preferences. What we need from you Proven experience in a guest-facing role within luxury hotels, premium retail, or high-end service industries, with a deep understanding of the service expectations of worldwide travelers, especially Mainland Chinese Exceptional emotional intelligence, a natural warmth, and the ability to build instant rapport with a diverse range of guests A problem-solver with a positive "can-do" attitude, able to remain clam and elegant under pressure Excellent verbal and written communication skills. Native-level proficiency in Mandarin. Fluency in Cantonese and English is essential In-dept knowledge of mainland Chinese social platforms (e.g. WeChat, Xiaohongshu), payment habits, and cultural nuances to provide a truly localized and frictionless experience would be an advantage. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you apply for the job. Start your journey with us today.

Responsibilities

The Guest Relations Officer serves as the primary point of contact for guests from mainland China, ensuring a seamless and personalized experience. Responsibilities include greeting guests, managing VIP preparations, and curating recommendations for local experiences.