The Upper House - Senior Guest Experience Manager

Here at The Upper House, we don't do ordinary things. We thrive on the different and the exciting, and yes perhaps a little quirky and without doubt, fun.

With a dynamic culture and an open door for your feedback, you're not just filling a role — you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The difference is you. Everyday is a fresh page in our collective story.

Ready to join us at The Upper House?

The Upper House conjures a sense of tranquility with the warmth of a private residence. Overlooking Hong Kong’s bright lights from above Admiralty’s Pacific Place, our House has 117 rooms. Bespoke service, well-crafted natural materials and a design aesthetic based around the ‘Upward Journey’ creates a timeless serenity that flows through the different rooms of our House.

Job Overview

This role manages the Guest Experience team to provide exceptional service for all our guests and internal team members. Those who are passionate about managing guest inquiries, addressing any issues to ensure overall guests' experience, and providing administrative support to the team will enjoy this role.

Key Responsibilities

Welcome to the core of what being a Senior Guest Experience Manager is all about!

Here's the quick lowdown on what you'll do day-to-day:

• Welcome designated VIPs and escort them to their accommodations
• Assist all departments with any service lapses that may arise.
• Run daily meetings in the absence of the Assistant Director of Guest Experience.
• Maintain complete knowledge of all hotel features, services, concepts, events daily house count etc. 
• Empowered to make decisions in the best interest of the hotel from a sound understanding of how decisions are made, ensuring consistency.
• Record all incidents via E-Log system to encompass.
• Manage GEM team, provide feedback and weekly training
• Observe and ensure that all colleagues are performing their duties in accordance with established hotel policies and procedures.
• Perform daily walk-through throughout the hotel.
• Report weekly accomplishments and macro issues to the Director of Guest Experience.

Requirements

Here's exactly what you need to excel in this role:

The Non-Negotiables (Must-Haves):

• At least 3-4 years’ experience in similar position 
• Degree holder in Hotel Management is preferred
• Excellent command of both written and spoken Chinese and English. Excellent Front Office, Concierge knowledge.
• Attentive to details and excellent interpersonal and communication skills

The Cherries on Top (Nice-to-Haves):

• Good knowledge of HMS

We've kept it short and sweet – just the essentials you'll need.

What We're Looking For: The Soul Behind the Skillset

Skills are teachable, but your spirit is what truly sets you apart. If you feel a connection with what we stand for, we're eager to meet you.

1. Adaptable Thinkers: You’re not just open to change; you thrive on it. The dynamic nature of our environment energizes you.
2. Feedback Enthusiasts: You value open communication and aren’t afraid to give or receive feedback to help us all grow together.
3. Passionate Pioneers: You bring more than skills; you bring energy and zeal to make a difference every day, connecting with a team that does the same.

Pause for a second before you hit 'apply.' Do these values align with your own? Is this the team you've been wanting to join? If your answer is a clear 'YES,' we're excited to get to know you better.

Benefits

For Every Member of Our Family:

• Experience our 4.5-day work week, an extra half day each week for you to look after yourself, be healthy and be happy!
• Enjoy COMPLIMENTARY room nights at all of our hotels b’cause, who doesn’t love to travel?
• Join our wellness programme to elevate your mental and physical wellbeing!
• Enjoy discounts at our restaurants, bars, and spa -- at all locations!
• Be welcomed for the stylish you, if you got accessories, hair dyes or tattoos!