Regent Experience Supervisor

IHG; Hong Kong; Hybrid; HKD 180.000 - 290.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Front office leadership

Guest relations

Reservation systems

Cash handling

Leadership

Ausbildung

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

Tools

Hotel reservation systems

Jobbeschreibung

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 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 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.