Guest Relations Officer

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.