Job Description

 1. Brand Representation & Guest Experience

• Act as the first and final brand ambassador, establishing trust and confidence at every guest touchpoint
• Deliver composed, polished, and emotionally intelligent service aligned with luxury brand standards
• Maintain impeccable verbal, written, and non-verbal communication at all times

2. Guest Journey Ownership

• Manage pre-arrival arrangements, in-stay requests, and post-departure follow-ups with accountability
• Anticipate guest needs through observation, guest profiles, and service cues
• Ensure continuity of service across shifts through accurate handovers and documentation

3. Service Recovery & Judgment

• Take ownership of guest concerns and resolve them with discretion, empathy, and sound judgment
• Apply structured service recovery principles while balancing guest satisfaction, brand integrity, and commercial responsibility
• Escalate appropriately only when required, with clear context and proposed solutions

4. Operational & Standards Excellence

• Execute front office procedures accurately in line with SOPs, service standards, and audit requirements
• Maintain a consistently guest-ready front desk environment
• Record guest preferences, feedback, and recovery actions in PMS and guest profile systems

5. Cross-Department Collaboration

• Coordinate closely with housekeeping, maintenance, and relevant stakeholders to ensure seamless service delivery
• Communicate professionally and respectfully to achieve timely resolutions without reliance on authority

Job Requirements

• Minimum 1–2 years of front office or guest services experience in a luxury or upper-upscale hotel, serviced residence, or equivalent environment. Fresh graduates are welcome to apply. 
• Exposure to brand standards, SOPs, and service audits preferred
• Experience using PMS and guest profile systems is an advantage
• Strong command of spoken and written English; additional languages are a plus
• Chinese-speaking candidate preferred

Skills