Hospitality Services Associate

Department: Hospitality Sales & Servicing

Reports to: Senior Manager - Hospitality Sales

Role Introduction

The successful applicant will be responsible for corporate hospitality management by providing exceptional customer service and support to corporate clients and their VIP guests at Kai Tak Sports Park. This position includes a range of responsibilities aimed at providing a high-quality premium experience for all guests whom are part of Pearl Club, which includes all the Corporate Suites and Loge Boxes within the Kai Tak Stadium.

Key Responsibilities

• A key element of this role is to manage the after sales delivery for an assigned number of corporate clients as the main point of contact. This includes handling inquiries and requests in a professional and timely manner.
• Assist in developing and implementing, KTSPs hospitality services-related program. This includes topics such as suite amenities, premium hospitality services delivery, and event day communication to enhance the overall customer journey.
• Coordinate with internal departments to ensure a smooth delivery of hospitality entitlements to our hospitality clients. This includes Suite and Loge Box event activations, Food & Beverage ordering arrangements, and VIP Car parking reservations.
• Contribute to the development and updating of the relevant departmental policies and procedures manual
• Assist in enforcing the house rules, policies and procedures to ensure that corporate clients and their VIP guests are abiding by their contractual obligations
• Contribute to the overall positive atmosphere and high customer service standards within the Pearl Club. This includes providing creative ideas for the future and upselling to clients where relevant. (i.e. one off hospitality event sales)
• Manage/support the training and monitoring of the performance/conduct of all the hospitality guest service staff. Ensure that our guest service staff meet the high standards of our hospitality program.
• Investigate and respond professionally to any customer requests, issues or complaints. (on event or non event days)
• Manage and maintain all the property within the Corporate Suites, ensuring they are fit for purpose.
• Participate in team meetings and training sessions to continuously improve our job skills and knowledge.
• Adhere to all safety and security protocols to ensure the well-being of both guests and staff.
• Perform other ad-hoc duties as required.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in a client management, event /project management, or hospitality-related role.
• Strong communication and interpersonal skills, with the ability to interact with guests from diverse backgrounds.
• Exceptional problem-solving and conflict resolution abilities.
• Detail-oriented and organized, with the ability to multitask and prioritize effectively.
• Genuine passion for providing outstanding customer service and creating a positive guest experience.

Full-time

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications.