Senior Guest Relations Executive - The Eighth (Happy Valley Clubhouse)

The Department

Our Catering Department manages one of the largest and most diverse catering operations in Hong Kong. We provide a wide range of catering, sports and recreation facilities for Members and their guests in three Clubhouses. In addition, both Happy Valley and Sha Tin Racecourses have numerous catering facilities used by Members, non-members and corporate organizations for a variety of functions.

Major Tasks

• Ensure operation excellence of the floor by:

  • Maintaining effective communication to ensure that all related parties are informed of any relevant issues/queries/VIP guest requests that have arisen

  • Taking a proactive approach to guest relations activities, anticipating potential opportunities.

  • Following proper work ethics, etiquette, and grooming to ensure their compliance with the Club’s standard.

  • Ensuring the maintenance of relevant equipment, furniture and fixtures, resources and assets, initiating requisitions via supervisor as required, and ensure general reception area is ready for service and in a tidy condition

  • Maintaining and renewing  guest profiles on a regular basis

  • Mastering MCRM and related systems

  • Administering booking system, and ensuring smooth communication with all the department

• Handle all guest interactions and bookings in accordance with compliance / SOP requirements and service standards.

• Assist in the preparation of operation reports as needed.

• Coach new staff and trainees to maintain established service standards, to achieve continuous improvement and to help colleagues align with the Club’s culture.

• Perform the “ambassador” role in accordance with the protocol regarding Member and guest handling for allergen related situations, as defined in SOP.

• Promote facilities and services to Members, collecting relevant comments to pass to their related teams for follow-up and future planning.

• Collaborate with teams for monitoring service delivery.

• Perform any other related duties as and when assigned by supervisor.

Education

• Form 5 standard, preferably with Diploma in Hotel Management or equivalent

Experience

• Two years’ relevant experience in hotel or sizable catering establishment with two years in similar position

• Working knowledge of Microsoft Excel, PowerPoint and Word is an advantage

• Fluent English, Cantonese and Mandarin proficiency is an advantage