Guest Relations Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES - Manage all aspects of guest relations, ensuring tailored service and addressing individual needs and preferences - Recruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standards - Work with various departments to ensure seamless service delivery and promote hotel amenities effectively - Assist in budget development, analyze financial reports, and monitor expenses related to guest services and amenities - Design engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departure - Ensure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally REQUIREMENTS - Degree or Higher Diploma in Hospitality or Tourism management is an advantage - Minimum 5-6 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 inquiries and complaints - Proficiency in English, Putonghua and Cantonese is preferable - 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 - Possess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard

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