Guest Relations Associate / Coordinator | Rose Wood

December 12, 2023

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
  • 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.