Guest Services Manager

Hotel: Hong Kong TST (HKGKH), 11 Middle Road, Tsim Sha Tsui, Kowloon

Our guests’ memorable experiences have to start somewhere. So why not with you? As the Guest Services Manager at Kimpton Tsim Sha Tsui Hong Kong, you will take ownership of delivering exceptional first impressions – managing the activities of front office operations ensuring that guests receive prompt, professional attention and personal recognition.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

1. Acting as Manager on Duty and ensuring all hotel operations run smoothly
2. Delivering a bespoke staying experience based on Kimpton Guest Journey as unique individuals
3. Executing Kimpton’s unique approach to guest engagement, creating memorable experiences that inspire guest loyalty
4. Managing daily operations, dealing with complex guest requests, resolving guests feedback or complaints promptly and effectively
5. Collaborating with different departments to ensure exceptional guest service and operational efficiency
6. Conducting regular patrols of the hotel premises to ensure safety and security of guests and staff
7. Handling all situations and emergencies in the absence of the senior management
8. Maintaining constant communication with other departments to ensure seamless service
9. Maximizing occupancy, revenue and average rate while maintaining a high level of service.

What we need from you

1. A minimum of 5 years’ experience in a hotel front office / guest service experience, with at least 2 years in a supervisory role
2. A bachelor’s degree in hotel management, business administration, or equivalent
3. Proactive, agile, creative, charming, and joyful
4. Strong service mindset, interpersonal and communication skills
5. Good problem-solving, training, and coaching skills
6. Multi-tasking abilities and attention to detail
7. Experience using Opera, Microsoft Office Suite, Quore, JDS
8. Proficiency in both English and Chinese (Cantonese and Mandarin) is a must; speaking any other languages is 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 hit the 'Apply' button. Start your journey with us today.