Guest Experience Leader | Service Excellence & Ops

SPS UK&I Ltd; Hong Kong; On-site; HKD 223,000 - 357,000; Full time

Job summary

SPS UK&I Ltd is seeking a passionate Guest Experience Manager to lead exceptional guest experiences and service excellence across client sites in Hong Kong. You will drive day-to-day guest services, build strong client relationships, and motivate teams to exceed expectations.

The role requires a proactive hospitality mindset, strong problem-solving skills, and the ability to balance customer satisfaction with commercial objectives in a fast-paced environment.

Qualifications

• Diploma or Degree holder in any business-related discipline.
• Minimum 5 years of experience in hospitality or related service industries.
• Fluent in English and Chinese (spoken and written).
• Strong communication, interpersonal and people-management skills.
• Capable of thriving in a dynamic, fast-paced environment.

Responsibilities

• Lead delivery of guest experiences across client sites.
• Oversee daily Guest Services operations and quality.
• Provide on-the-job training and performance feedback.
• Resolve guest concerns and escalate as needed.
• Collaborate with other departments to meet recognition and revenue goals.

Skills

Leadership

Communication

Problem-solving

Team development

Customer experience

Conflict resolution

Education

Diploma or Degree in Business-related discipline

Job description

SPS UK&I Ltd is seeking a passionate Guest Experience Manager to lead exceptional guest experiences and service excellence across client sites in Hong Kong. You will drive day-to-day guest services, build strong client relationships, and motivate teams to exceed expectations.

The role requires a proactive hospitality mindset, strong problem-solving skills, and the ability to balance customer satisfaction with commercial objectives in a fast-paced environment.