Hospitality Services Associate

Department: Hospitality Sales & Servicing

Reports to: Manager - Hospitality Services

Role Introduction

The incumbent will be responsible for providing exceptional customer service and support to guests in Kai Tak Sports Park. This role involves a variety of tasks to ensure a seamless and enjoyable experience for all guests who are part of our wider hospitality programme.

Key Responsibilities

• Greet and welcome hospitality guests in a friendly and professional manner on event days.
• Respond promptly and courteously to guest inquiries and requests, both in person and via phone or email.
• Assist guests to resolve any issues or concerns.
• Provide information about KTSP amenities, services, and local attractions to enhance the guest experience.
• Coordinate with internal departments to ensure the highest possible delivery of key functions including food & beverage, ticketing, car parking and operations.
• Maintain a thorough knowledge of the park policies, procedures, and emergency protocols to provide appropriate guidance to guests.
• Contribute to the overall positive atmosphere and high standards of customer service within the hospitality establishment. This includes upselling to clients where relevant. (i.e. one off hospitality event sales)
• Participate in team meetings and training sessions to continuously improve job skills and knowledge.
• Adhere to all safety and security protocols to ensure the well-being of guests and staff.
• Perform other ad-hoc duties as required.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in a customer service 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.
• Flexibility to work a variety of shifts, including weekends and holidays, as required by the business.
• Good command in spoken and written English, Cantonese and Mandarin.

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.