Manager, Customer Relations & Complaints (Hospitality/ Hotel)

Lead (more than 10 years)

Technical Skills

  • Claims
  • CRM
  • Customer Service
  • Microsoft Word
  • Quality Assurance
  • Quality Control
  • Training
  • Translation

Job Description

Manager, Customer Relations & Complaints (Hospitality/ Hotel)

Location: HK International Airport


  • Lead and supervise a team of customer relations representatives to address and resolve customer feedback in written, including but not limited to complaints, compliments, suggestions and other special cases via emails, social platforms and online booking sites in a professional and timely manner
  • Liaise with other departments and outstations to carry out internal investigation into guest-related incidents and to ensure incident reports are submitted on time
  • Liaise with Group Operations department to formulate and review company standard procedures / guidelines /  manuals of customer service for onsite guest-related incidents and comments handling
  • Develop and set up backup systems for dealing with difficult situations especially those with financial / ethical implications i.e. claims, legal cases
  • Liaise with Group Operations and other departments to develop and implement service recovery programme, and to set up a clear extent of approval authority
  • Work closely with Learning & Development (L&D) department to ensure protocols and policies are disseminated to all levels of staff
  • Provide guidance and support to all outstations to ensure accurate and consistent handling of guest-related incidents and comments
  • Identify areas for improvement of operational effectiveness and customer satisfaction, and take remedial action with relevant departments and outstations if necessary
  • Prepare reports and analyse feedback from guests to ensure the Company’s standards and service level are being adhered to
  • Work closely with Quality Management Department in facilitating and implementing quality management initiatives in the daily operation of all service outlets
  • Lead quality assurance process and drive continuous improvement in the Company’s system of guest comments handling
  • Maintain a clear and comprehensive comment database for the development of customer relations management system (CRMS)
  • Be actively involved in all activities related to customer programmes and development of the customer relations management (CRM) strategy
  • Participate in ad-hoc projects or assignments as instructed by the superiors


  • Degree holder or above in English, Bilingual Studies, Translation, or related disciplines
  • At least 10 years’ relevant working experience in customer service or hospitality industry, especially in complaints handling
  • Excellent command of written and spoken English and Chinese is a must
  • Good interpersonal, communication and presentation skills with an analytical mind and problem-solving skills
  • Customer-service mindset with strong sense of responsibility
  • Strong leadership with training and coaching skills
  • Attention to details, self-motivated with the ability to handle multiple tasks
  • Knowledge of quality management systems, process and tools would be an advantage
  • Computer literacy in MS applications and Chinese word processing
  • Candidates with less experience will be considered as Assistant Manager, Customer Relations

Interested parties please send full resume with earliest availability, current and expected salary to Human Resources Department by email [email redacted, apply via Jobable].

Personal data provided will be treated in strict confidence and used for recruitment purpose only.

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelBachelor
LanguageEnglish, Cantonese

Unit 10-12, 2/F, Airport World Trade Centre, 1 Sky Plaza Road, Hong Kong International Airport, Lantau Island, New Territories

directions_walk3 mins walk from Airport Station