Family Experience Supervisor

Shangri-La Group; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Shangri-La Group in Hong Kong is seeking a Family Experience Supervisor to deliver personalized service to VIP and family guests. You will oversee the Family Lounge operations, ensuring a smooth daily rhythm and unforgettable moments.

Join a historic luxury brand that values leadership, guest service, and teamwork. The role requires 3 years in hospitality and a Higher Diploma or above, with English, Cantonese and Putonghua proficiency. Competitive benefits and growth opportunities are available.

Qualifications

• Higher Diploma or above in Hospitality Management or related disciplines.
• At least 3 years of relevant experience in hotels, clubs or similar environments, including supervisory exposure.
• Strong leadership, interpersonal and guest service skills.
• Customer-oriented, outgoing and self-motivated personality.
• Excellent command of spoken English, Cantonese and Putonghua.

Responsibilities

• Oversee the daily operations of the Family Lounge, ensuring a seamless guest experience for VIP and family guests.
• Manage guest arrivals, departures, F&B service and special arrangements to consistently exceed expectations and deliver memorable experiences.
• Monitor inventory levels and coordinate the ordering of supplies, materials, food and beverages as needed.
• Assist the Manager in preparing daily POS reports, attendance records, operational logs, and incident documentation.
• Perform any other duties as assigned by Management.

Skills

Leadership

Guest service

Interpersonal skills

Customer focus

Communication

Education

Higher Diploma in Hospitality Management or related

Job description

Find Your Shangri-La in Shangri-La.

Headquartered in Hong Kong SAR, Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities.Today, the Group owns, operates and manages 100+ hotels under our family of five brands: Shangri-La Hotels & Resorts, Shangri-La Signatures, Kerry Hotels, JEN by Shangri-La, and Traders.

About Us

Find Your Shangri-La in Shangri-La.

Headquartered in Hong Kong SAR, Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities.Today, the Group owns, operates and manages 100+ hotels under our family of five brands: Shangri-La Hotels & Resorts, Shangri-La Signatures, Kerry Hotels, JEN by Shangri-La, and Traders.

An Elegant Sanctuary, soaring above the Urban Skyline: Rising to a commanding 56 floors, Island Shangri-La, Hong Kong provides a peaceful escape in the very heart of Hong Kong. Sweeping views of the iconic skyline, the Peak or Victoria Harbour are a constant source of inspiration in the 544 rooms and suites, each brimming with graceful Asian-inspired décor.

About The Role

As a Family Experience Supervisor, you will be providing personalized service to guests and ensure a smooth daily operation of the Family Lounge.

Key Responsibilities

• Oversee the daily operations of the Family Lounge, ensuring a seamless guest experience for our VIP and family guests.
• Manage guest arrivals, departures, F&B service and special arrangements to consistently exceed expectations and deliver memorable experiences.
• Monitor inventory levels and coordinate the ordering of supplies, materials, food and beverages as needed.
• Assist the Manager in preparing daily POS reports, attendance records, operational logs, and incident documentation etc.
• Perform any other duties as assigned by Management.

About You

• Higher Diploma or above in Hospitality Management or related disciplines.
• At least 3 years of relevant experience in Hotels/Clubhouses/Theme Parks, including 1 year in a supervisory role.
• Strong leadership, interpersonal, and guest service skills.
• Customer-oriented, outgoing, and self-motivated personality.
• Excellent command of spoken English, Cantonese, and Putonghua.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.