Regent Experience Lead - Guest Services & Concierge

Regent Hong Kong; Hong Kong; On-site; HKD 279,000 - 469,000; Full time

Benefits offered by this job

Remuneration packages

Professional development

Service excellence culture

Diverse workplace

Job summary

Regent Hong Kong is recruiting for a Regent Experience Agent with team leadership duties. You will welcome guests, manage check-in/out, resolve issues, and promote loyalty programs while guiding guests to local highlights. Strong Cantonese and English with a service-first mindset is essential.

The role requires a calm, professional presence, with flexibility for night shifts and the ability to lead and develop the Regent Experience team to elevate guest experiences.

Qualifications

• Bachelor’s degree or higher in Hotel Management 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 to elevate guest experience.

Responsibilities

• Welcome guests, manage check-in/check-out and room changes with speed and accuracy.
• Resolve complaints and requests; report to the manager on timely basis.
• Handle currency exchange and cashiering with care.
• Promote loyalty programs and seasonal promotions.
• Know the city to guide guests to restaurants, shows and transport.
• Oversee keys, mail and messages; cover night-shift reporting when needed.
• Inspire and coach Regent Experience team to deliver service beyond expectations.
• Drive departmental goals through guest-first recommendations.

Skills

Front office

Guest relations

Concierge

Team leadership

Customer service

Education

Bachelor’s degree in Hotel Management

Tools

Hotel reservation systems

Loyalty programs knowledge

Job description

Regent Hong Kong is recruiting for a Regent Experience Agent with team leadership duties. You will welcome guests, manage check-in/out, resolve issues, and promote loyalty programs while guiding guests to local highlights. Strong Cantonese and English with a service-first mindset is essential.

The role requires a calm, professional presence, with flexibility for night shifts and the ability to lead and develop the Regent Experience team to elevate guest experiences.