Guest Experience Supervisor - Overnight

Lanson Place Causeway Bay, Hong Kong; Hong Kong; On-site; HKD 279,000 - 446,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Dental insurance

Meal allowance

Year-end discretionary bonus

Public holidays 17 days

Annual leave 12 days

Job summary

Lanson Place Causeway Bay in Hong Kong is seeking a Guest Experience Supervisor - Overnight to craft authentic connections and drive five-star experiences for a global clientele.

You will lead the Guest Experience team with empathy, design strategies to elevate guest satisfaction, and ensure proactive, authentic service that reflects our luxury boutique brand.

Qualifications

• 2–5 years of premium hotel experience.
• Fluent in English, Cantonese and Mandarin; additional languages a plus.
• Present professional appearance with strong rapport-building skills.
• Proven leadership and teamwork with conflict-resolution abilities.

Responsibilities

• Lead the Guest Experience team with empathy to deliver five-star experiences.
• Transform ordinary encounters into extraordinary moments with luxury touches.
• Listen to guest feedback and act as a bridge between guests and the team.
• Foster a culture of proactivity, authenticity and compassion.

Skills

Leadership

Guest service

Multilingual communication

Tools

Infor & Macros

Job description

Lanson Place Causeway Bay, Hong Kong is a secret sanctuary of style that provides impeccable service. The boutique hotel and residences is Lanson Place brand’s flagship property. It is the showcase for Lanson Place’s personality, displaying a unique blend of modernity and French flair in a homely setting of sophisticated design and consistent top-quality service.

We entrust you as our Guest Experience Supervisor - Overnight to drive growth and account successes.

How will we care for you?

• Enjoy a 5-day working week consisting of 8 working hours per day


• Benefit from 17 days of public holidays


• Take advantage of 12 days of annual leave


• Wellness Reward


• Receive coverage for life, accident, outpatient, hospitalisation, and dental insurance

We prioritise your well-being and personal growth.

What will you do?

You will craft authentic connections, pioneer unforgettable experiences, and nurture a compassionate community at Lanson Place. You will be our:

• Compassion Champion, leading the Guest Experience team with empathy and guiding them towards new frontiers of guest service. Your proactive leadership will ensure our ensemble consistently delivers heart-warming, five-star experiences.


• Proactive Guardian, transforming ordinary encounters into extraordinary moments by adding a touch of authentic luxury to every guests’ journey. You’ll design and implement strategies to elevate guest satisfactions.


• Authentic Voice, listening attentively to our guests’ feedback and act as a bridge between them and our team. Your genuine care and understanding will ensure our service aligns with our guests’ desires, keeping us in tune with their needs.


• Cultural Ambassador, fostering a culture of proactivity, authenticity, and compassion. Your strong interpersonal skills will inspire the team, creating a warm, inviting, and inclusive environment that reflects our commitment to heartfelt service.

What do we seek in you?

• Possess 2-5 years of premium hotel experience


• Familiar with Infor & Macros or other hotel management systems


• Fluent in English, Cantonese, and Mandarin, with knowledge of additional languages considered a plus


• Present yourself professionally, with the ability to comfortably build rapport with a global clientele


• Demonstrate effective leadership, problem-solving, and teamwork skills, with exceptional conflict resolution, multi-tasking, and time management abilities

Role

Regardless of the role you play, we seek individuals who resonate with the following values because you are much more than just a guest experience - we depend on you to deliver our promises to our guests and stakeholders:

• Proactive - anticipate and act


• Authentic - connect genuinely


• Heartfelt - understand, answer with care and kindness


• Committed to Positive Impact - drive meaningful change

Who are we - Lanson Place Causeway Bay?

Lanson Place Causeway Bay is a small luxury hotel exquisitely situated at 133 Leighton Road. Our ethos is deeply rooted in the values of Family and Community, guiding our authentic and attentive approach to hospitality in creating bonds with our guests that last far beyond their stay with us.

We offer a competitive remuneration package and a full range of benefits including a year-end discretionary bonus, meal allowance, and medical schemes.

Information provided by job applicants will be treated in the strictest confidence and used for recruitment purposes only.