Regent Experience Supervisor

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