Family Experience Ambassador

Shangri-La Group - Hong Kong Region

Renowned for its distinctive Asian hospitality, the luxury hotel group operates five Shangri-La properties in Hong Kong, where the company is also headquartered, including KowloonShangri-La, IslandShangri-La, Kerry Hotel Hong Kong, JEN Hong Kong by Shangri-La and The Aberdeen Marina Club, offering guests an array of options across the different brands to suit every guest’s needs.

As an employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best-in-class leadership development programmes, employee potentials will be identified and nurtured throughout their career with the Group.

We are looking for a Family Experience Ambassador based at Island Shangri-La, Hong Kong!

As a Family Experience Ambassador, we rely on you to:

• Support the FAMEX team in maintaining a smooth running of the family lounge and daily operation, including but not limited to take care guests’ arrivals and departures, F&B duties, incoming call answering, providing personalized service and maintaining guest satisfaction levels to the standard of the hotel and of the company at all time
• Be responsible for meeting and greeting guests, providing a positive and friendly attitude through personal recognition and prompt cordial attention from arrival to departure
• Control, coordinate and supervise all activities related to handling and supplying F&B operating equipment, cleanliness of kitchens, and overall safety in all steward-related areas
• Conduct room check-in and guest rooming for designated guests. i.e. family Suite arrivals/limousine arrivals and SAR arrivals
• Maintain strong guest relationships by updating guest profiles in GuestPedia and responding to inquiries quickly, clearly, and professionally. Go above and beyond to exceed guest expectations
• Perform F&B service to guests in the Family Lounge promptly and efficiently according to standards, ensure full mise-en-place is prepared prior to start of operations and replenished afterwards
• Perform any other duties and special projects assigned by Supervisors

We are looking for someone who has:

• Diploma / Degree holder in Hotel Management or related discipline
• Possesses with relevant working experience in luxury brand of hotel operation, experience in Kids Club / Theme Park / Childcare Management environment is an advantage
• Excellent guest service skills, patience with kids and sophisticated interpersonal skills
• Excellent interpersonal skills & communications skills
• Familiar with Microsoft Office applications
• Excellent command of written & spoken English, Cantonese and Putonghua