Guest Experience Team Lead - Front Office & Concierge

IHG; Hong Kong; Hybrid; HKD 180,000 - 290,000; Full time

Job summary

IHG in Hong Kong seeks a Guest Relations Supervisor to warmly welcome guests, manage check-in/out, and lead the Regent Experience team to deliver service beyond expectations. You will handle currency exchange, cashiering, and loyalty program promotions while staying informed about city recommendations.

The role requires Cantonese and English fluency with Putonghua preferred, a bachelor's degree in hotel management or related field, and at least 3 years' experience. Night shifts may be required.

Qualifications

• Bachelor's degree or higher 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, behaviour and values.

Responsibilities

• Welcome guests warmly and handle check-in/check-out and room changes with speed and accuracy.
• Resolve complaints and requests; report to the manager on a timely basis.
• Handle currency exchange, travellers' checks, and cashiering with care.
• Champion loyalty programs and seasonal promotions for maximum guest benefit.
• Know the city to guide guests to restaurants, shows, transport, and attractions.
• Lead the Regent Experience Agent team and drive guest-first service goals.
• Maintain cashier float and ensure daily financial reporting is accurate; prepare audit-ready docs.
• Oversee keys, mail, and messages and cover night-shift reporting when needed.

Skills

Front office leadership

Guest relations

Reservation systems

Cash handling

Leadership

Education

Bachelor's degree or higher in Hotel Management or related field

Tools

Hotel reservation systems

Job description

IHG in Hong Kong seeks a Guest Relations Supervisor to warmly welcome guests, manage check-in/out, and lead the Regent Experience team to deliver service beyond expectations. You will handle currency exchange, cashiering, and loyalty program promotions while staying informed about city recommendations.

The role requires Cantonese and English fluency with Putonghua preferred, a bachelor's degree in hotel management or related field, and at least 3 years' experience. Night shifts may be required.