Guest Relations Officer

About Kimpton Tsim Sha Tsui Hong Kong Immerse yourself in a luxe metropolitan escape at Kimpton Tsim Sha Tsui Hong Kong, the city's 'culture of time' that intertwines modern interpretations of local heritage with multicultural cues. Our thoughtfully designed 495 rooms and suites are timeless, offering hidden luxuries like sunken bathtubs and cozy daybeds, all accompanied by captivating views of Victoria Harbour. Five innovative culinary outlets present unique options, from contemporary and classic to Michelin-starred chef-helmed specialties. For any occasion, activation, or celebration, 400sqm creative spaces allow endless possibilities to transform dreams into reality. 50 stories above the bustling city lies a rooftop infinity pool decorated with the iconic Hong Kong skyline where hand-crafted cocktails can be enjoyed from an exclusive speakeasy. Peace seekers can find respite at our wellness facility with a state-of-the-art fitness center and dedicated spa. We invite you to Kimpton Tsim Sha Tsui Hong Kong to embark on a unique journey of heartfelt connections and inspiring discoveries. Why We’re Here Kimpton believe heartfelt, human connections make people’s lives better. Especially the people who work here. Our founder, Bill Kimpton rebelled against impersonal, genetic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today. Your work here has meaning. You’re here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It’s what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you. How We’re Different Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day. It all flows from you. The lively, rebellious, genuine you – with your diverse background, talents, experiences, and plucky personality – is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine. That’s what we seek out and celebrate. It’s people of all kinds who share a knack for creativity and self-leadership. People who don’t need to be told what to do to get things done. People who have an innate passion for making others’ lives better. It adds up to a work environment that’s a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guess feel it; you’ll feel it too. At Kimpton Tsim Sha Tsui Hong Kong, memorable stays begin with genuine connections. As our Guest Relations Officer, you will bring IHG One Rewards to life by coordinating member recognition, ensuring benefits are delivered consistently, and creating personalized experiences. You will also manage enrolment, maintain data quality, oversee program administration, and support performance reporting. A little taste of your day-to-day Every Day Is Different, But You'll Mostly Be
• Recognizing IHG One Rewards members and supporting a smooth, personalized arrival and departure experience, including priority handling and confirmation of eligible benefits.
• Serving as an on-property resource for IHG One Rewards benefits, terms and conditions, promotions and service standards, and responding accurately to guest and colleague enquiries.
• Identifying and enrolling eligible non-members, explaining program benefits clearly, and supporting the hotel’s enrolment, recognition and engagement targets.
• Reviewing Guest Arrival Reports and in-house guest reports to identify elite members, milestone stays, potential enrolments, Guest Love indicators and guests requiring special attention.
• Coordinating with Front Office, Guest Relations, Reservations, Housekeeping and Food & Beverage to ensure member preferences, benefits and special arrangements are delivered consistently.
• Administering Loyalty Connect and related hotel systems, including profile updates, points review and deposit, reward-night checks, F&B Rewards redemption and Merlin ticket submission.
• Maintaining accurate member records, conducting data-quality checks, and tracking weekly Front Office enrolment performance to identify improvement opportunities.
• Supporting team briefings and refresher training on program updates and member-experience standards, while providing operational support to the Guest Relations team when required. What We Need From You
• At least one year of experience in Front Office, Guest Relations, Reservations or loyalty services, preferably within an upscale or luxury hotel environment.
• A Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a related discipline.
• Good command of spoken and written English, Cantonese and Mandarin; additional languages are an advantage
• Proficiency in Opera, Microsoft Office and Excel. Exposure to Loyalty Connect, Merlin, JDS, Bluepin, Salto or Stay Please is an advantage.
• Familiarity with IHG One Rewards or another major hotel loyalty program is preferred, together with the ability to learn program rules, benefits and promotions quickly.
• Member-focused, professional and proactive, with strong interpersonal and problem-solving skills, attention to detail, and the ability to manage priorities across departments.
• Flexibility to support operational shifts, weekends and public holidays when required. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you apply for the job. Start your journey with us today. Please send your with full resume, current and expected salary by clicking [Apply Now ]. We are an equal opportunity employer. All applications will be treated in strict confidence. Personal data collected will be used for recruitment purpose only. Applicants who do not hear from us within six weeks should consider their applications unsuccessful. At Kimpton, be 100% you, lead with heart, and spark joy that inspires lasting memories.