Guest Experience Lead (Upsell & Street Sales Focused)
On-siteHong Kong, Hong Kong
Job Summary
Lead the Upsell and Street Team to achieve sales, conversion, revenue, and guest experience targets through effective coaching, workforce planning, and performance management. Provide hands-on operational support, engage guests, and promote attraction experiences, with approximately 40–60% of working time involving outdoor or public-facing activities. Train and develop team members through structured onboarding, coaching, and refresher programs, ensuring strong product knowledge and consistent service standards. Resolve guest, operational, and team-related issues promptly as the first point of escalation while maintaining exceptional guest satisfaction. Act as a Duty Manager as required and support the General Manager and Guest Experience Manager with operational improvements and commercial projects.
Required Qualifications
- Proven experience in guest-facing or commercial roles
- Strong communication skills
- Proactive mindset
- Ability to engage visitors and support conversion goals
- Demonstrated leadership and coaching experience managing frontline teams in a fast-paced environment
- Strong commercial acumen
- Ability to analyse performance trends and KPIs
- Fluent in Cantonese and English
- Flexible to work shifts, weekends, and public holidays
Desired Qualifications
- Putonghua
- Experience with POS
- Experience with ticketing
- Experience with CRM
- Experience with reporting systems
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