Operations & Guest Engagement Manager | HK Talent Engage

Job description

The Lily is an address that is known Hong Kong wide. Its unique form attracts admiration, its prominent location enviable, and the opportunity to call it home is an exciting reality. This is a special place to live.

Within its curved form, The Lily contains a wide variety of apartments that match a diverse range of lifestyles. Two- to five-bedrooms, duplexes, and penthouses can be leased on a medium or long term. And every one has the option of Nina quality hotel housekeeping and concierge support.

As you’d expect from residences of this calibre, The Lily has a beautiful indoor swimming pool, a high quality gym with fitness trainer, entertainment spaces, and extensive resident and guest parking.

Repulse Bay is a beautiful location, and The Lily is the perfect address.

JOB SCOPE

To ensure all quality standards are complied with and that policies and procedures are consistently applied. Accountable for the effortless and seamless movement of guest and providing exceptional levels of guest service through the residents'/tenants’ stay, continually maximizing resident/tenant satisfaction and optimizing our brand and overall performance.

DUTIES & RESPONSIBILITIES

• Keep the team focused on the different component of operations to drive a total guest experience in a trend setting environment.
• Maintain good relationship with residents/tenants and record of all the preferences of residents/tenants.
• Act as a role model to demonstrate our brand experience to external and internal customers.
• Establish and maintain effective human relations to ensure that team members performance is effectively managed.
• Maintain appropriate standards for dress, hygiene, uniforms, appearance, posture and conduct of all team members
• Ensure compliance with all Operations & Guest Engagement policy, standard and procedures.
• Conduct departmental meetings and continually communicates a clear and consistent message regarding the division goals to produce desired results.
• Act as a bridge between the company to identify and address team members’ problems or concerns.
• Handle inquiries and complaints of residents/tenants and report to General Manager on timely manner.

Additional:

• Upsell products and services to residents/tenants if necessary
• Provide regular follow-up and actions on all satisfaction surveys

QUALIFICATION & EXPERIENCE

• Diploma or Degree in Hospitality Management or related discipline.
• 8 years’ relevant experience in which 4 years at managerial level.
• Extensive knowledge in hotel / luxury serviced apartment operation to achieve optimal levels of revenue while maintaining high levels of guest expectations.
• Knowledge in environmental policies is an advantage.
• Fluent spoken English, Cantonese and Putonghua. Proficient in written English and Chinese.
• Strong communication and management skills

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Group Human Resources Department directly at 3700 8605.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.

Nina Hospitality Group Portfolio

Nina Hotel Tsuen Wan West
Nina Hotel Island South
Nina Hotel Causeway Bay
Nina Hotel Kowloon East
Lodgewood by Nina Hospitality | Mong Kok
Lodgewood by Nina Hospitality | Wan Chai
Conference Lodge by Nina Hospitality
The Lily by Nina Hospitality

www.ninahotelgroup.com