Job Description

• Manage and oversee all front desk operations including guest check-in, check-out,

and reservations coordination.

• Ensure the front desk team delivers professional, efficient, and personalized service

at all times.

• Maintain high standards of hospitality and ensure every guest interaction reflects

the brand’s premium positioning.

• Monitor daily operations to ensure accuracy in guest records, billing, and room

allocation.

• Build strong relationships with guests and ensure their expectations are exceeded.

• Handle VIP arrivals, special guest requests, and service recovery for complaints.

• Ensure personalized guest engagement and maintain a high level of guest

satisfaction.

• Act as the key contact point for guest relations and service excellence.

• Support F&B promotions and dining experiences through guest recommendations

and coordination.

• Collaborate with the Sales team for group arrivals, VIP clients, and corporate guests.

• Ensure smooth operational communication between all guest-facing departments.

• Promote internal services such as dining outlets, special events, and experiences.

• Identify opportunities for cross-selling and upselling services within the property.

• Prepare operational reports and maintain accurate guest data.

• Monitor front desk procedures, documentation, and operational efficiency.

Job Requirement

• Bachelor’s/Master's degree in Hospitality Management, Business Administration,

or related field preferred.

• Minimum 5–8 years of hospitality experience

• Experience in Front Office, Food & Beverage operations, Sales coordination,

Customer Service, or Guest Relations

• Experience in hotel, luxury hospitality, or serviced residence environment preferred

• Deep understanding of luxury guest service standards

• Excellent interpersonal and communication skills

• Fluent in both English and Chinese