Senior Guest Experience Supervisor (Serviced Apartment)

Hedge Asset Management Limited; Hong Kong; On-site; HKD 391,000 - 580,000; Full time

Job summary

Hedge Asset Management Limited seeks a Senior Guest Experience Supervisor for our serviced apartment portfolio in Hong Kong. You will direct daily operations, own resident relations, and resolve complex issues at a management level.

You will coordinate seamless check-ins, liaise with property/maintenance teams, and design resident engagement programs and events. Strong leadership and multilingual communication are essential for delivering hospitality-grade service.

Qualifications

• Bachelor's degree or above in Hospitality, Property Management, Business Administration, or a related field.
• Minimum of 3 years of experience as Guest Experience Officer in serviced apartments or co-living spaces.
• Excellent command of spoken and written English, Cantonese, and Mandarin.

Responsibilities

• Direct daily serviced apartment operations and own resident relations.
• Resolve inquiries, requests and complex complaints at management level.
• Coordinate check-in/check-out procedures and tenancy documentation.
• Liaise with Property Management and maintenance to address building issues quickly.
• Plan resident engagement programs and community activities.
• Organize student community events and cultural excursions to boost participation.
• Maintain resident profiles and tenancy databases with accurate records.
• Generate reports on occupancy, maintenance, feedback and service efficiency.
• Train and lead front-line team to deliver hospitality-standard service.

Skills

Leadership

Customer oriented

Problem solving

Communication

Team leadership

MS Office

Education

Bachelor's degree or above in Hospitality, Property Management, Business Administration, or related field

Tools

Property management systems

MS Office (Word, Excel, Outlook)

Job description

Senior Guest Experience Supervisor (Serviced Apartment)

Direct daily serviced apartment operations, taking ownership of resident relations and ensuring all inquiries, requests, and complex complaints are resolved promptly and professionally at a management level.

Manage the complete resident lifecycle, coordinating seamless and efficient check-in and check-out procedures, room handovers, inspections, and necessary tenancy documentation.

Act as the primary liaison with Property Management and maintenance teams, closely coordinating daily facility upkeep, following up on in-room repairs, and ensuring building-wide issues are addressed without delay.

Strategize and oversee resident engagement programs and community activities to foster a vibrant living environment and maximize overall tenant satisfaction.

Design and organize tailored student community events and cultural excursions—such as group hiking trips and Hong Kong city tours—to encourage active participation and enrich the overall student living experience.

Maintain accurate resident profiles and tenancy databases, ensuring all check-in/out records, operational files, and compliance documents are meticulously updated.

Generate and analyze operational reports covering occupancy status, maintenance logs, tenant feedback, and service efficiency to drive continuous management improvements.

Train, mentor, and lead the front-line operations team to deliver exceptional, hospitality-standard service to all residents.

Requirements:

Bachelor's degree or above in Hospitality, Property Management, Business Administration, or a related field.

Minimum of 3 years of experience specifically as Guest Experience Officer in serviced apartments or co-living spaces.

Excellent command of spoken and written English, Cantonese, and Mandarin.

Strong leadership capabilities, highly customer-oriented, and equipped with excellent problem-solving skills.

A proactive team leader with positive communication skills.

Proficient in MS Office (Word, Excel, Outlook) and property management systems.

Flexible to work on weekends or irregular hours when required to support major resident events or emergency operations.

We are also welcome IANG VISA holders

Possession of a Property Management Practitioner (PMP) Tier 1 license is highly preferred.