Swire Hotels has been created to manage refreshingly individual hotels in Hong Kong, Mainland China and the USA, providing a characterful experience for well travelled individually minded travellers who seek originality, style and personalised service. This includes The House Collective, small luxury...

Swire Hotels has been created to manage refreshingly individual hotels in Hong Kong, Mainland China and the USA, providing a characterful experience for well travelled individually minded travellers who seek originality, style and personalised service. This includes The House Collective, small luxury hotels and EAST, lifestyle business hotels.

Member Relations Manager

Job level Middle
Work exp Minimum 3 Years
Education Bachelor Degree
Location
Taikoo Shing
Employment type Full Time
Benefits 5-day week, Dental plan, Education subsidies, Flexible working hours, Insurance plan, Medical plan, Performance bonus
Industry Hospitality / Hotel Services
Job function Marketing / Public Relations > Public Relation - Events Management
Sales / Business Development / Customer Service > Account Servicing
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 09/12/2019

Purpose of Job:

Manager for Swire Hotels VIP members club - Heavy Hitters, a secret club that reflects our brand personality with the purpose to strengthen the bonding with our top tier customers and influencers through exclusive benefits and access which aim to enhance the overall brand experience. The club has limited number of members and it’s by invitation only. The Club Manager role will be the key contact person liaising with the VIP members and thrives for guest satisfaction. This role will work closely with marketing and operations team to deliver the ultimate experience for our members.

Duties & Responsibilities:

  • Be the key point of contact for members and the ambassador for the Heavy Hitters club.
  • Expert knowledge of the Heavy Hitters brand personality, benefits and members.
  • Close working relationship with operating functions for alignment and timely updates on operation procedures.
  • Planning and working closely with internal marketing and operations team as well as partners on deliverables necessary to create an ultra-personal experience for our VIP members.
  • Guest Service Management, coordinating all the stay and non-stay booking requirements (room, restaurants, events, partner offers, etc)
  • Collaborating with internal stakeholders from respective departments (operations especially Guest Experience team, Reservation & Marketing, Sales, R&B) to ensure consistent level of service delivery for all Heavy Hitters across properties.
  • Partnership and benefits management as well as coordination on operation logistics to ensure a seamless experience for the members.
  • Project manage assigned brand partnerships to ensure agreed benefits and initiatives are meet and all activations are on-brand and successfully executed.
  • Help manage events RSVP and coordination with hotel properties team or partners on the event arrangements.
  • Handling of all communications from members, responding on request, comments and enquiries related to the club benefits and beyond.
  • To assist in developing standard operating procedures and training to hotel properties operations team.
  • Administrative support related to the VIP club.

Skills, Qualification & Experience Requirements:

  • A degree in hospitality or related fields.
  • Minimum of 3 years of customer service experience, ideally in hospitality or luxury industry.
  • Demonstrate understanding and knowledge in luxury hospitality, VIP guest management and strong communications skills.
  • Fluent in English and Chinese (Mandarin), both spoken and written.
  • Excellent verbal and written communication skills to effectively interact and build a rapport with team members across the business.
  • Experience in travel, luxury and hospitality industries is an advantage.

 

We offer attractive benefits (including 5-day work week) and excellent career development opportunities to our team members.

Want to be one of us? Please send us your CV.

Applicants who do not hear from us within six weeks of application should consider their applications unsuccessful. Information collected will be used for employment purpose only.