Regent Experience Supervisor

IHG Hotels & Resorts; Hong Kong; On-site; HKD 324,000 - 402,000; Full time

Job summary

IHG Hotels & Resorts Hong Kong is seeking a Regent Experience Agent to welcome guests, manage check-in/out, handle inquiries, and coach the team to deliver service excellence.

You will lead cash handling, auditing, loyalty program promotions, and local knowledge guidance. Fluency in Cantonese and English (Putonghua preferred) and a minimum of 3 years in front-office roles are required, with a strong personal appearance and leadership by example.

Qualifications

• Bachelor's degree 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 and values.
• Lead the Regent Experience Agent team and inspire ideas to elevate guest experience.

Responsibilities

• 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 promptly.
• Handle currency exchange, travelers' checks, and cashiering with care.
• Promote loyalty programs and seasonal promotions to enhance guest experience.
• Know the city to advise guests on restaurants, shows, transport, and attractions.
• Lead the Regent Experience team to deliver service that exceeds expectations.
• Manage cashier float and keep daily financial reporting accurate.
• Prepare audit-ready documentation; oversee keys, mail, and messages, and cover night shifts.

Skills

Front-office leadership

Guest relations

Cash handling & audits

Communication

Shift flexibility

Education

Bachelor's degree in Hotel Management or related field

Tools

Hotel reservation systems

Loyalty program knowledge

Job description

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.