Guest Relations Officer

About the role

Guest Relations sits in the lobby, not behind it. You will meet arriving VIPs at the door, walk long-stay guests to their rooms, sort out the small things that would otherwise become complaints, and be the person who notices that the family in 1408 have a birthday tomorrow.

It suits somebody early in a hospitality career who has already done a year on a desk somewhere and wants a role that is more about people than about transactions. You will work a rotating shift pattern across mornings and evenings, with the overnight team covering the small hours.

Our Guest Experience Manager runs a proper development plan for this team — most officers move into a supervisory or club lounge role within two years, and several have crossed into sales or revenue from here.

What you'll do

• Welcome and escort VIP, loyalty and long-stay guests from arrival through room orientation
• Handle in-house requests, amenity deliveries and room moves, and close the loop with the guest afterwards
• Resolve service issues on the spot where you can, and hand over cleanly with a written note where you cannot
• Maintain accurate guest preference profiles in the PMS so the next stay is better than this one
• Support arrival and departure peaks alongside the front desk, including group check-ins
• Collect and log guest feedback, and flag repeat themes to the Guest Experience Manager

What we're looking for

• 1+ year in a hotel, airline, luxury retail or premium service role
• Fluent Cantonese, English and Mandarin — you will switch between all three in a single conversation
• Willing to work a rotating shift pattern including weekends and public holidays
• Higher diploma in hospitality, tourism or a related field
• Genuinely warm with people, and unbothered by the occasional difficult one

Nice to have

• Japanese, Korean or another additional language
• Experience with Opera or a comparable PMS
• Hong Kong tourism knowledge good enough to make a real recommendation, not read a leaflet

What you get

• Duty meals, uniform and laundry provided
• 13th month salary and shift allowance
• Discounted room and dining rates across the group
• Medical and dental from day one
• Funded hospitality training and a clear supervisory pathway