The Upper House - Guest Experience Supervisor

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 supervises the Guest Experience team to create authentic and memorable experiences for our guests that distinguish us from other hotels. We prioritise our guests in every aspect of their journey with us. Those who are passionate about meeting new people, making a spontaneous impression, and think out of the box will enjoy this role.

Key Responsibilities

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

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

• Monitor guest experience team member to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Inspect all VIP rooms prior to arrival
• Greet VIP guests personally
• Perform check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Maintain cashier float and ensures accurate daily report of all money received
• Attend to guest’s complaints, inquiries and requests, referees problems to GE Manager if he/she unable to assist

Requirements

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

The Non-Negotiables (Must-Haves):

• 2-3 years of relevant job experience
• Strong interpersonal and communications skills; Excellent command of both written and spoken English
• Great team player, flexible and self-motivated

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

• Diploma or above; graduate from hotel school or hospitality training institute is preferred
• Passionate, independent & able to work in a face-paced environment

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!