Last Updated: 2025/07/02

Company: Luxury Hotel Industry: Hotel Industry

Job Responsibilities:

• Serve as the primary in-person contact for assigned VIP club tier guests from arrival to departure. Deliver personalized, intuitive and anticipatory service throughout the stay.

• Build trusted rapport with guests, ensuring discretion and proactive follow through. Promptly address guest requests and resolve concerns with empathy, discretion and urgency, ensuring issues are resolved and logged for continuous improvement.

• Liaise with Gaming, Market Development, Hotel, F&B, Security, Transportation, Entertainment, Retail and Spa to fulfil guest needs.

• In coordination with VIP club experience team leadership to monitor and manage guest itineraries, preferences, and in resort movements in real time.

• Actively participate in pre-arrival briefings and arrival day execution across all resorts.

• Represent the guest’s voice during daily briefings and service recovery conversations.

• Proactively identify potential issues before they escalate, ensuring guests feel valued and prioritized.

• Monitor compliance with all safety, privacy and regulatory policies.

• Log key interactions and guest insights to improve future experience delivery.

• Collaborate within the VIP club experience team to support other hosts during peak periods.

• Share guest intelligence (preferences, mood, intent, requests), observations and innovations that enhance guest engagement and operational effectiveness.

Job Requirements:

• Diploma/ Bachelor degree; preferably in hospitality / hotel management / Airlines.

• With working experience in premium / luxury hospitality or airlines services.

• Well-groomed and professional appearance.

• With excellent customer service mindset.

• Naturally anticipates needs and thrives in fast- paced guest environments.

• Familiarity with mobile messaging platforms such as WeChat, WhatsApp and Teams for guest interaction and team communication.

• Clear, confident and diplomatic verbal communication skills.

• Fluent in Mandarin; Good command of English and Cantonese.