Family Experience Manager

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 Manager based at Island Shangri-La, Hong Kong!

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

• Report to Director of Rooms in championing the daily operation of Family Experience Floor (newly revamped floor), and other family experience activities necessary, in accordance with the policies standards and guidelines
• Liaise and coordinate interest class / workshop with other parties to create memorable moment for our guests, evaluate the class to provide quality service for further improvement
• Responsible for developing and executing festive activities, and other Family Experience program as required, to brief the team and relevant departments for execution
• Plan, conduct, execute and oversee the Family Experience team activities in the hotel and playing area, conducting meeting to discuss rosters, weekly program, hotel events and any concerning issues
• Work with brand & activity partners to develop fun, meaningful, interactive and educational activities that is aligned with Shangri-La family experience pillars; creative design and implement activities that will be fun, educational and unique for local and overseas guests
• Overseethe operations of the food and beverage service within the Grab & Go station
• Produce profit & loss record of Family Experience activities
• Compile and report to management on the daily and monthly reports on Family Experience
• 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
• At least 5 years of working experience with minimum 3 years in supervisory position in luxury brand of hotel operation or prestigious club operation
• Proven record in maintaining and supporting the operations in Kids Club / Theme Park / Childcare Management environment is an advantage
• Strong sense of family & kids activity in the market
• Excellent guest service skills, patience with kids and sophisticated interpersonal skills
• Excellent interpersonal skills & leadership skills
• Quality driven, customer and business results oriented; highly motivated with an agile mindset
• Familiar with Opera System, Microsoft Office applications
• Excellent command of written & spoken English, Cantonese and Putonghua