Guest Relations Manager

Hotel / Catering / Club • Full Time • Eastern District, Hong Kong, HK • 5d ago

Lead and develope the VIP Service team
Oversee the full guest journey
Provide personalised and memorable VIP‑level guest service

At Hyatt Centric Victoria Harbour Hong Kong, we connect guests to the heart of the destination through thoughtful service, local insights, and memorable experiences. As VIP Service Manager, you will play a key role in delivering personalized, seamless, and elevated service to our VIP guests, World of Hyatt members, long-stay guests, and special-profile visitors.

You will lead the Guest Relations journey from pre-arrival to departure, ensuring every detail is anticipated, every preference is remembered, and every guest interaction reflects Hyatt’s commitment to care and genuine hospitality.

Responsibilities

Overseeing the full guest journey, including pre-arrival preparation, room assignment, welcome arrangements, in-stay engagement, and departure experience
Ensuring VIPs, World of Hyatt members, repeat guests, long-stay guests, and special-profile guests receive personalized, seamless, and memorable service.
Upholding the highest standards of guest communication, service etiquette, discretion, and professionalism across all VIP touchpoints
Leading and developing the VIP Service team through regular coaching, training, performance feedback, and active participation in achieving hotel goals
Working closely with Front Office, Housekeeping, Food & Beverage, Reservations, Sales, Revenue, Security, and other departments to ensure guest preferences and special requests are delivered accurately and promptly
Reviewing VIP arrival lists, guest profiles, traces, preferences, amenities, and special arrangements to ensure all preparations are completed before guest arrival
Staying current with hotel policies, loyalty program benefits, promotions, room products, local offerings, and operational procedures to provide accurate information to guests and colleagues
Conducting routine inspections of VIP rooms, amenities, welcome setups, and service arrangements to ensure all details meet hotel standards.
Analyzing guest feedback, service logs, preference records, VIP reports, and request breakdowns to identify trends, improve processes, and enhance the overall guest experience
Supporting the Director of Rooms and hotel leadership team in daily operations, service initiatives, guest engagement programs, and continuous improvement projects

Qualifications

Minimum of 3 years’ supervisory or managerial experience in guest-facing hotel operations. Candidates with specialized experience in VIP services will be an advantage
Strong experience in hotel guest services, front office, guest relations, VIP services, or related roles, preferably in a lifestyle hotel environment
A bachelor’s degree or diploma in hotel management, hospitality, tourism, or a related discipline
Excellent communication skills in spoken and written English, Cantonese, and Mandarin; knowledge of other languages is an advantage
Strong interpersonal skills, with the ability to build trust and communicate confidently with guests, senior leaders, and colleagues across departments.
A genuine passion for hospitality, with an anticipative mindset, attention to detail, discretion, and commitment to service excellence
Strong problem-solving skills and the ability to handle sensitive guest situations calmly and professionally
A collaborative team player who respects all cultures, welcomes diverse perspectives, and celebrates individuality
Good organizational skills, with the ability to manage multiple priorities in a fast-paced environment
Flexibility to work shifts, weekends, and public holidays according to hotel operations

We will provide comprehensive training programmes and career growth opportunities to the successful candidates. Interested candidates please send your full resume with current and expected salary to Human Resources Department via Apply Now or on Whatapp +852 5720 2986Apply Now.

Personal data collected will be held in strict confidence and used for recruitment purposes only. Applicants not hearing from us within 6 weeks may consider their application unsuccessful.

Applicants who do not hear from us within six weeks should consider their applications unsuccessful. All personal data collected will be used for employment purpose only.

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