Chief of Luxury Operations & Guest Experience

HSH Group / The Peninsula Hong Kong; Hong Kong; Vor Ort; HKD 900.000 - 1.500.000; Vollzeit

Zusammenfassung

The Repulse Bay is recruiting a Director of Operations to lead day-to-day operations for a landmark luxury residential and lifestyle destination in Hong Kong. This senior role requires a commercially astute, service-led leader who can improve resident and customer experience, manage risk and ensure high standards across a mixed-use asset.

You will oversee estate management, security, risk, health and hygiene, and coordinate with leasing, technical services and finance on budgets and capital

Qualifikationen

• Degree or above in Hospitality Management, Business Administration, Real Estate, Property Management or related discipline.
• Minimum 15 years’ experience in service-led operations, property management, hospitality, residential, club, resort, luxury customer-facing environments, including at least 6 years in a senior operations leadership role.
• Strong knowledge of luxury property, hospitality or mixed-use asset operations, including service delivery, estate and facilities management, customer experience, operational risk, compliance, budgeting, resource planning and vendor management.
• Experience leading service transformation, customer journey improvement, destination programming or asset enhancement initiatives is an advantage.
• Strong judgement, calmness under pressure and the ability to lead through complexity while maintaining warmth, professionalism and commercial discipline.
• Excellent interpersonal, communication and stakeholder management skills.
• Fluent English is required; Cantonese or Putonghua is an advantage.
• Flexibility to work outside standard office hours when required, including during major events, incidents, emergencies, operational launches or business-critical periods.

Aufgaben

• Lead daily operations across The Repulse Bay, including Estate Management, The Club, Security and Risk, Resident Engagement, Health and Hygiene, public areas and guest-facing touchpoints.
• Support the Managing Director in translating the property’s business plan into clear operating priorities, departmental actions and performance measures.
• Improve the resident, tenant, member and customer journey by identifying service gaps, strengthening engagement, supporting service recovery and ensuring visible management presence.
• Oversee operational readiness for events, activations, renovations, tenant works, facilities maintenance and other complex-wide initiatives.
• Support Leasing and commercial teams on tenant move-ins, move-outs, handovers, fit-out works, reinstatement, access arrangements, loading, logistics and communication with affected residents, tenants and teams.
• Maintain strong oversight of security and risk, fire and life safety, health and hygiene, licensing, statutory compliance, emergency preparedness and business continuity requirements.
• Partner with Estate Management, Technical Services and Finance on preventive maintenance, asset condition, operational budgets and capital expenditure planning.
• Drive operational efficiency, productivity and cost discipline while maintaining premium service standards.
• Use customer feedback, operational data and service observations to recommend improvements to processes, service standards, technology use and ways of working.
• Lead, coach and develop operational teams, strengthening accountability, engagement, service culture and cross-functional collaboration.
• Deputise for the Managing Director where required and represent The Repulse Bay with residents, tenants, customers, partners, vendors and external stakeholders.

Kenntnisse

Senior leadership

Operations excellence

Service leadership

Stakeholder management

Ausbildung

Degree in Hospitality Management

Jobbeschreibung

The Repulse Bay is recruiting a Director of Operations to lead day-to-day operations for a landmark luxury residential and lifestyle destination in Hong Kong. This senior role requires a commercially astute, service-led leader who can improve resident and customer experience, manage risk and ensure high standards across a mixed-use asset.

You will oversee estate management, security, risk, health and hygiene, and coordinate with leasing, technical services and finance on budgets and capital