Guest Experience Supervisor & Concierge Team Lead (Night Shift)

IHG Hotels & Resorts; Hong Kong; On-site; HKD 324,000 - 402,000; Full time

Job summary

IHG Hotels & Resorts Hong Kong is seeking a Regent Experience Agent to welcome guests, manage check-in/out, handle inquiries, and coach the team to deliver service excellence.

You will lead cash handling, auditing, loyalty program promotions, and local knowledge guidance. Fluency in Cantonese and English (Putonghua preferred) and a minimum of 3 years in front-office roles are required, with a strong personal appearance and leadership by example.

Qualifications

• Bachelor's degree in Hotel Management, culinary arts, or related field.
• Minimum 3 years' relevant working experience.
• Must speak Cantonese and English; Putonghua preferred.
• Lead by example in appearance, mannerism, etiquette and values.
• Lead the Regent Experience Agent team and inspire ideas to elevate guest experience.

Responsibilities

• Welcome guests warmly, remember their names, and handle check-in/check-out and room changes with speed and accuracy.
• Resolve complaints and requests with confidence; report to the manager promptly.
• Handle currency exchange, travelers' checks, and cashiering with care.
• Promote loyalty programs and seasonal promotions to enhance guest experience.
• Know the city to advise guests on restaurants, shows, transport, and attractions.
• Lead the Regent Experience team to deliver service that exceeds expectations.
• Manage cashier float and keep daily financial reporting accurate.
• Prepare audit-ready documentation; oversee keys, mail, and messages, and cover night shifts.

Skills

Front-office leadership

Guest relations

Cash handling & audits

Communication

Shift flexibility

Education

Bachelor's degree in Hotel Management or related field

Tools

Hotel reservation systems

Loyalty program knowledge

Job description

IHG Hotels & Resorts Hong Kong is seeking a Regent Experience Agent to welcome guests, manage check-in/out, handle inquiries, and coach the team to deliver service excellence.

You will lead cash handling, auditing, loyalty program promotions, and local knowledge guidance. Fluency in Cantonese and English (Putonghua preferred) and a minimum of 3 years in front-office roles are required, with a strong personal appearance and leadership by example.