Guest Relations Associate

About the role

The Guest Relations Associate delivers ultra‑luxury service to our most valued guests, acting as the primary liaison for VIPs throughout their stay. You will anticipate needs, personalize experiences, and help build lasting loyalty across the hotel’s various outlets.

Key responsibilities

• Provide intuitive, refined, and engaging customer service to all guests, especially VIPs.
• Conduct background searches on arriving guests to ensure proper recognition and personalized service.
• Foster long‑term relationships with VIP guests, encouraging repeat business across rooms, dining, and wellness facilities.
• Serve as the lobby ambassador, handling enquiries, reservations, and coordinating with multiple departments.
• Maintain an accurate Rosewood VIP database using Opera and Seven Rooms systems.
• Arrange and tailor‑made amenities for VIP guests as required.

Required profile

• Bachelor’s degree in hospitality management or a related field.
• At least one year of relevant experience in a large luxury hotel, including internships.
• Fluent in spoken Cantonese, Mandarin, and English; additional languages are a plus.
• Strong interpersonal, problem‑solving, and multitasking abilities.
• Calm, courteous demeanor under pressure.

Required skills

• Proficiency with the Opera property management system.
• Experience using the Seven Rooms reservation platform.