Guest Relations Officer / Senior Guest Relations Officer

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Guest Relations Officer/Senior Guest Relations Officer is responsible for creating a warm, personalised experience for hotel guests, handling requests and feedback, coordinating with departments, arranging special occasions, and supporting smooth front-office operations. Candidates should have a diploma or degree in hospitality, tourism, or a related field, together with relevant hotel or guest-service experience. Strong communication skills in English and Cantonese are expected; Mandarin and other languages are advantageous. The role requires a polished appearance, professional manner, excellent problem-solving ability, attention to detail, and confidence working with international guests. Flexibility for shifts, weekends, and public holidays is essential, along with the ability to remain calm and helpful in a busy luxury-hotel environment.

About the employer

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. Its properties are known for personalised service, elegant surroundings, strong local identity, and the hospitality philosophy associated with the Shangri-La name. In Hong Kong, the group operates prominent hotels including Island Shangri-La and Kowloon Shangri-La. Employees typically work in a multicultural environment with opportunities to develop careers across front office, food and beverage, rooms, events, and corporate functions. Shangri-La places emphasis on genuine care, professionalism, guest satisfaction, teamwork, and service consistency. Benefits may include staff meals, uniform, medical coverage, service charge, training, and hotel accommodation or relocation support, depending on the property and employment terms.

Working in Hong Kong

Hong Kong is a compact, energetic destination with strong opportunities in luxury hotels, restaurants, events, retail, finance, technology, and international business. Its culture blends Cantonese traditions with global influences, and guests generally value efficiency, courtesy, and attentive service. Lifestyle options range from dense urban neighbourhoods and excellent public transport to beaches, hiking trails, islands, and vibrant dining districts. Rent can be high, especially near Central, Admiralty, and major hotel areas, so many employees live in Kowloon or the New Territories. Foreign professionals normally need an employment visa sponsored by their employer, while eligibility depends on qualifications, experience, salary, and the role's value to Hong Kong. Employers usually guide successful candidates through the application. Bring certified documents, check medical and entry requirements, and budget for housing deposits, transport, and initial living costs.