Guest Relations Associate / Coordinator | Rose Wood
Job Description
Essential duties and responsibilities
- Provide our guests with ultra-luxury customer service striving to go the extra mile at all times by being intuitive, refined and engaging
- Conduct background search of our guests prior to arrival to ensure guest’s recognition
- Foster long-term relationship with VIPs, with the aim of building loyalty and encourage business across various outlets, room stay, and wellness
- Being the lobby ambassador as the primary point of contact for VIPs, assist with enquiries and reservations, liaise with different departments
- Input and maintain the accuracy of the Database of Rosewood VIPs, with the aids of Opera and Seven Rooms
- Arrange and/or tailor-made amenities, when necessary, for Rosewood VIPs
- For Associate Position, you will have more opportunity to get in touch with guests and work on shift.
- For Coordinator position, working hours will be fixed from 9am to 7pm and to support administrative work in Guest Relations Team
Requirements
- Bachelor degree holder in hospitality management or equivalent
- Minimum 1-year relevant experience in a sizeable luxury hotel, including internships
- Passionate about a level of service that is personalized and anticipatory with a keen eye for detail
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Fluent spoken Cantonese, Mandarin & English is essential. Another language is an advantage
- Strong interpersonal and problem-solving abilities
- Able to multitask, handle pressure and coordinate between different departments
- Previous experience with Opera System is highly preferred
Is a “brand ambassador” at all times and ensures brand integrity and clarity and company’s culture is always maintained.
