Regent Experience Supervisor

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

Opening early 2023, the reimagined Regent Hong Kong returns to the famed Victoria Harbour.
Generations of unforgettable experiences and glorious delights fondly remembered and thoughtfully re-envisioned to uplift and inspire. Discreet luxury that is both majestic and intimate, decadent and elegant, always seamlessly bespoke.
Here modern luxury is redefined with a serene and soul-rejuvenating aesthetic by Hong Kong-born design visionary Chi Wing Lo.
Warm and lyrical, evocative, and inspirational, a rare urban haven.

YOUR DAY TO DAY

• 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 on timely basis.
• Handle currency exchange, travelers' checks, and cashiering with care.
• Champion loyalty programs and seasonal promotions so guests get the most out of every stay.
• Know the city inside out — restaurants, shows, transport, hidden gems — so you can point guests in the right direction.
• Handle guest mail, courier, and parcel requests smoothly.

LEAD THE TEAM

• Inspire and coach Regent Experience team to deliver service that goes beyond expectations.
• Drive departmental goals through smart, guest-first recommendations.

KEEP THINGS RUNNING SMOOTHLY

• Manage the cashier float and keep daily financial reporting accurate.
• Prepare clean, audit-ready documentation.
• Oversee keys, mail, and messages, and cover night-shift reporting when needed.

What You Bring

• Front office, guest relations, or concierge experience, ideally with some team-lead exposure.
• Comfort with hotel reservation systems and loyalty program know-how.
• A calm, solutions-first approach to handling cash, audits, and guest complaints.
• Genuine warmth, sharp attention to detail, and pride in doing things right.
• Flexibility for shift work, including nights.
• Instinct to lead by example.

Qualifications And Requirements

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management, culinary arts, or related field
• Minimum 3 years’ relevant working experience
• Must speak Cantonese and English, Putonghua is preferred
• Must lead by example in terms of appearance, mannerism, etiquette, behaviour conduct, principles and values
• Lead the Regent Experience Agent team and inspire them to execute all ideas that help to elevate guest’s experience

We offer promising career opportunities with excellent remuneration packages, on-going professional learning & development, a culture of service excellence and a diversed workplace that celebrates differences.
Applicants who do not hear from us within four weeks should consider their applications unsuccessful. Data collected will be used for recruitment purpose only.