Family Experience Supervisor

Shangri-La Group; Hong Kong; On-site; HKD 200,880 - 334,800; Full time

Job summary

Shangri-La Group is seeking a dedicated Family Lounge Operations Supervisor to ensure a seamless guest experience for VIP and family guests. You will oversee the daily operations, manage guest arrivals, F&B service, and coordinate special arrangements to consistently exceed expectations.

The role requires a Higher Diploma or above in Hospitality Management, at least 3 years of relevant hotel/clubhouse/theme parks experience (1 year in a supervisory position), and excellent command of English,

Qualifications

• 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.

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 etc.
• Perform any other duties as assigned by Management.

Skills

Guest service

Leadership

Interpersonal skills

Customer-oriented

Self-motivated

Education

Higher Diploma in Hospitality Management

Job description

• 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.