Responsibilities:
- Manage guest services team to ensure consistent service standards
- Oversee smooth execution of check-in and check-out procedures
- Handle guest complaints and special requests with effective solutions
- Coordinate with housekeeping, front office, and other departments
- Follow up on VIP guest arrangements and personalized services
- Monitor daily operations and optimize service workflows
- Train, guide, and evaluate front-line staff performance
- Participate in planning and implementing guest satisfaction initiatives

Requirements:
- 5 – 8 years of experience in Guest Services within a 4-star or above hotel in Macau, including over 5 years in a managerial capacity.
- Bachelor’s degree in Hospitality Management.
- Proficiency in hotel management system and PABX system (Shiji Cambridge and Alcatel Lucent is a plus).
- Proficient in Microsoft office suite
- Hold relevant certifications in hospitality or guest service management.
- Strong communication, coordination, and leadership skills
- Familiarity with guest service procedures
- Ability to handle emergencies under pressure
- Proficient in both Chinese and English.
- Detail-oriented with a strong service mindset
- Willingness to work shifts and on holidays