Guest Relations Officer / Senior Guest Relations Officer

Job Description

The Guest Relations Officer / Senior Guest Relations Officer welcomes guests, manages enquiries, handles feedback, coordinates special requests, and helps ensure a smooth and personalised hotel experience. Candidates should have hospitality or guest-service experience, strong communication and problem-solving skills, a professional appearance, and good knowledge of English; Cantonese and Mandarin are highly advantageous in Hong Kong. The senior position normally requires greater experience, confidence in handling complaints, and the ability to coach colleagues. Flexibility for shifts, weekends and public holidays is expected, along with excellent attention to detail, cultural awareness, and a genuine commitment to Shangri-La’s service standards.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and recognised for refined service, distinctive Asian-inspired hospitality, and properties in major cities and resort destinations worldwide. The group operates hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international markets. Its Hong Kong hotels serve business travellers, leisure guests, local residents and high-profile events, with a strong emphasis on personalised care and memorable experiences. Employees are generally expected to demonstrate warmth, professionalism, teamwork and cultural sensitivity. Career opportunities span front office, food and beverage, housekeeping, culinary operations, sales, finance, engineering and corporate functions. Working for Shangri-La can provide structured hotel training, exposure to international guests and opportunities to progress within a global luxury brand.

Destination Guide

Hong Kong is a highly connected coastal city and territory rather than a single island, including Hong Kong Island, Kowloon, the New Territories and outlying islands such as Lantau. Hospitality, aviation, retail, finance, technology, healthcare and education offer substantial employment opportunities, although competition and living costs are high. The culture blends Cantonese traditions, international influences, festivals, excellent dining and a fast-paced urban lifestyle. Public transport is extensive and reliable, with MTR trains, buses, ferries and trams. Rent is expensive, so many newcomers share accommodation or live farther from the hotel. Overseas employees generally need an employer-sponsored employment visa under Hong Kong’s relevant talent or professional admission arrangements; approval depends on qualifications, experience, salary and a confirmed job offer. Applicants should verify current requirements with Hong Kong Immigration before relocating, and arrange housing, insurance, banking and tax registration.