GUEST SERVICES MANAGER (MANDARIN SPEAKING)

Guest Experience & Service Excellence

Provide personalized service and ensure seamless communication with Mandarin-speaking guests.

Handle guest complaints, inquiries, and feedback in a professional, timely, and empathetic manner.

Anticipate guest needs and coordinate with relevant departments to provide tailored solutions.

Ensure VIP, long-stay, and repeat Mandarin-speaking guests receive special attention and recognition.

Team Leadership & Operations

Supervise, train, and guide the Front of the House team to maintain high service standards.

Conduct daily shift briefings with a focus on VIP arrivals, guest preferences, and special requests.

Manage staff scheduling to ensure efficient coverage at all times.

Monitor team performance and provide coaching to enhance service delivery.

Administration & Coordination

Oversee room allocations, VIP amenities, and special arrangements, particularly for Mandarin-speaking guests.

Ensure compliance with hotel brand standards, policies, and procedures.

Assist the Front Office Manager with reports, guest feedback analysis, and improvement initiatives.

Effectively manage operational challenges such as overbooking, last-minute requests, and emergencies.

Collaboration & Communication

Act as the main contact for Mandarin-speaking guests, ensuring clear and effective communication across departments.

Coordinate with Housekeeping, F&B, and other departments to fulfill guest expectations.

Support sales and marketing initiatives targeting the Chinese market by promoting hotel services and facilities.

Qualifications & Requirements

Bachelor’s degree in Hospitality Management or related field (preferred).

Minimum 3–5 years of Front Office/Guest Services experience, with at least 1–2 years in a supervisory or managerial role.

Fluency in Mandarin and English (both written and spoken) is mandatory; knowledge of other languages is an advantage.

Strong leadership, interpersonal, and communication skills.

Proven ability in handling guest complaints and service recovery.

Familiarity with PMS systems (Opera, Fidelio, or similar) and MS Office.

Professional appearance, high integrity, and guest-oriented mindset.