Guest Relations Manager

Every stay should feel like a story worth telling — and you’ll be the one to start it. As Guest Relations Manager at Kimpton Tsim Sha Tsui Hong Kong, you’ll set the tone with warm welcomes, effortless connections, and a touch of personality that makes luxury feel fun. You’ll lead guest-facing operations with flair, inspire your team to deliver service that’s both seamless and spirited, and champion a culture where every guest feels recognized, valued, and delighted.

A little taste of your day-to-day

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

• Serving as the trusted point of contact for VIP guests, repeat visitors, and those with special requests – delivering a seamless and personalized arrival, stay, and departure experience
• Developing and implementing guest recognition programs and curated amenities that foster loyalty and encourage repeat visitation
• Championing a "guest-first" culture by training, motivating, and empowering team members across all departments to deliver personalized service with confidence.
• Leading, coaching and inspiring the Guest Relations team to consistently achieve service excellence and embody the hotel’s luxury and lifestyle ethos
• Overseeing daily guest relations operations to ensure flawless service delivery and a “ridiculously personal” experience that exceeds expectations
• Collaborating closely with Front Office, Concierge and other departments to guarantee a cohesive and elevated guest journey
• Maintaining detailed and accurate guest profiles and preferences in Opera, capturing preferences and histories to anticipate needs and personalized future visits.

What we need from you

• A minimum of 5 years’ experience in a guest-facing luxury hospitality role in international hotels, with at least 2 years at supervisory or management capacity
• A bachelor’s degree in hotel management, business administration, or equivalent
• Exceptional interpersonal and communication skills, with the ability to connect with guests from diverse backgrounds
• Strong problem-solving and decision-making abilities, remaining calm and effective under pressure
• High emotional intelligence, empathy, and a genuine passion for service
• Flexibility to work weekends, holidays, and varied shifts as needed
• Experienced in property management system (PMS), guest feedback platforms, and Microsoft Office Suite
• Proficiency in both English and Chinese (Cantonese and Mandarin), speaking and writing; speak any other languages is an advantage