Guest Relations Manager
Rosewood Hotels and Resorts
Job Description ESSENTIAL DUTIES AND RESPONSIBILITIESManage all aspects of guest relations, ensuring tailored service and addressing individual needs and preferencesRecruit, train, and mentor staff while fostering a culture of excellence and maintaining high performance standardsWork with various departments to ensure seamless service delivery and promote hotel amenities effectivelyAssist in budget development, analyze financial reports, and monitor expenses related to guest services and amenitiesDesign engaging programs, handle complaints professionally, and oversee the guest journey from pre-arrival to post-departureEnsure all associates are informed of new policies, maintain brand integrity, and always represent the hotel professionally
REQUIREMENTSDegree or Higher Diploma in Hospitality or Tourism management is an advantageMinimum 5-6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacitySolid knowledge on the courteous manner of handling guest’s inquiries and complaintsProficiency in English, Putonghua and CantoneseProven managerial abilities in people management, strategic planning and decision makingHigh standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skillsPossess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard
REQUIREMENTSDegree or Higher Diploma in Hospitality or Tourism management is an advantageMinimum 5-6 years’ relevant experience in a sizeable luxury hotel, with at least 2 years in a similar capacitySolid knowledge on the courteous manner of handling guest’s inquiries and complaintsProficiency in English, Putonghua and CantoneseProven managerial abilities in people management, strategic planning and decision makingHigh standards of professional manner with exceptional communication, presentation, interpersonal and problem-solving skillsPossess a thorough knowledge of the Front Office systems, such as Opera, Unifocus, Alice and Vingcard
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