Guest Engagement Officer

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Date: 05-Jan-2022

Business Unit: The Lily by Nina Hospitality, HK

Company: Chinachem Group

Job Overview

Be responsible for the smooth and efficient operation daily to achieve results to standard. Work closely with the Housekeeping, Sports & Leisure, Engineering and Security to ensure that services are provided to the satisfaction of the residents/tenants.


  1. Perform one-stop service to tenants and residents in an efficient way.
  2. Provide efficient and effective guest services to residents/tenants at all areas.
  3. Handles residents/tenants inquires (ability to revert on email and correspondence to residents/tenants) on any matter
  4. Co-ordinate and work closely with all departments in order to meet the needs of all residents/tenants who are staying in the Residence in terms of accommodation and sufficiency of operating equipment.
  5. Maintain a close rapport relationship with tenants and residents through daily face to face contacts.
  6. Be fully conversant with the facilities and knowledgeable to provide accurate information within the premise as well as the surrounding area.
  7. Assist Operations & Guest Engagement Manager in case of emergency.
  8. Obtains constructive and valuable comments/suggestions from guests through social/daily conversation, and to avoid from political and religious topics.
  9. Have full understanding of the location and duration of the special events at the premises so as to escort special event guests to venues whenever necessary.
  10. Handle resident’s/tenant’s complaints in the absence of Operations & Guest Engagement Manager and seek assistance when required from concerned departments or Operations & Guest Engagement Manager promptly & professionally.
  11. Assist in handling emergency situations whenever required.
  12. Write log sheet as daily record accurately and hand over.
  13. Monitor occupied and vacant unit conditions.
  14. Conduct show flat tours.
  15. Conduct check-in and check-out procedures.
  16. Conduct inspection apartments prior to check-in.
  17. Handle the damages by tenants and correspond according to the damage procedures.
  18. Any other relevant projects and duties as assigned by superior.


  1. Hotel management education up to Higher Diploma or above;
  2. Two years hotel operations experience, preferably in Front Desk or Guest Services area;
  3. Serviced Apartment experience preferably;
  4. Fluent spoken English, Cantonese and preferably Putonghua;
  5. Strong interpersonal and communication skills;
  6. Has good emergency sense

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Group Human Resources Department directly at 2280 2906.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within the Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.