Guest Services Manager

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:

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

What we need from you

• A minimum of 5 years’ experience in a hotel front office / guest service experience, with at least 2 years at supervisory role
• A bachelor’s degree in hotel management, business administration, or equivalent
• Proactive, agile, creative, charming and joyful  
• Strong service mindset, interpersonal and communication skills
• Good problem solving, training and coaching skills
• Multi-tasking abilities and attention to details
• Experience using Opera, Microsoft Office Suite, Quore, JDS
• Proficiency in both English and Chinese (Cantonese and Mandarin) is a must, speaking and writing; speak any other languages is an advantage