Guest Experience Manager

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

About the Role

We are looking for a passionate and customer-centricGuest Experience Managerto lead the delivery of exceptional guest experiences and service excellence across our operations at client sites. This role plays a pivotal part in ensuring seamless day-to-day guest services, building strong client relationships, driving team performance, and enhancing overall customer satisfaction.

The successful candidate will be a proactive leader with a strong hospitality and service mindset, capable of inspiring teams, resolving complex guest concerns, and continuously improving service standards.

Key Responsibilities:-

Guest Experience & Service Excellence

• Lead the delivery of exceptional guest experiences and ensure the highest standards of service excellence across all guest-facing touchpoints at client multiple work locations.
• Anticipate and handle inquiries from guests and clients in a helpful, personalized, and attentive manner.
• Act as a key point of escalation, take ownership of outstanding issues and ensure timely follow-up for satisfactory outcomes.

Operations & Service Delivery

• Oversee daily Guest Services operations to ensure smooth, efficient, and seamless service delivery.
• Proactively conduct regular visual checks of the workspace, promptly report any defects or malfunctions to the appropriate teams. Setting a good standard for the Guest Experience Team by consistently demonstrating this practice.
• Ensure sufficient stock of supplies is available for team operations.

Team Leadership & Development

• Maintain the highest standards of professionalism, ethics, and attitude towards clients and colleagues.
• Deliver on-the-job training, measure performance, and create ad hoc audit action plans with the Head of Guest Experience.
• Partner with the Head of Guest Experience to measure performance, identify development needs, and implement improvement action plans.
• Continuous Improvement & Problem Solving
• Identify any service gaps and operational challenges, and develop and execute practical solutions that align with departmental objectives and business needs.
• Take the lead in establishing contacts with clients and other operators to maintain good relationships.
• Collaborate closely with other departments to ensure guest recognition requirements are met.

Compliance & Commercial Performance

• Implement health and safety codes and oversee personal hygiene and grooming standards of all colleagues.
• Identify opportunities to enhance service offerings and maximize revenue generation.
• Maintain a strong understanding of business priorities while balancing guest satisfaction and commercial objectives.

Requirements:-

• Diploma or Degree holder in any business-related discipline
• Minimum 5 years of experience in hospitality, luxury services, customer experience, property management, banking, or related service industries.
• Candidates with lesser experiences will also be considered.
• Excellent communication and interpersonal skills with fluency in spoken and written English and Chinese.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Strong people management, coaching, and team development skills.
• Ability to thrive in a dynamic, fast-paced environment and adapt to changing business needs.
• Pleasant personality with good presentation, communication and interpersonal skill.

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More Job Information

Salary

• 20000 - 32000 / MONTH

Job Function

• 銀行 · 金融服務 - 一般 · 其他

Location

• 中環

Employment Term

• 全職

Employment Term

• 長期

Education

• 文憑或相等程度