Guest Experience Manager

SPS UK&I Limited; Hong Kong Island; On-site; HKD 420,000 - 720,000; Full time

Job summary

SPS UK&I Limited is seeking a Guest Experience Manager to lead delivery of exceptional guest experiences across our client locations in Hong Kong. You will drive service excellence, inspire teams, and ensure consistent standards while building strong client relationships.

In this role you will oversee day-to-day guest services, manage performance, and implement improvements with the Head of Guest Experience, maintaining professionalism and a customer-centric mindset in a fast-paced environment.

Qualifications

• 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.
• At least 2 years of leadership experience managing customer-facing teams.
• 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 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.

Responsibilities

• Lead guest experiences and service excellence across client locations.
• Anticipate inquiries and provide personalized, attentive service.
• Escalate issues and follow up to achieve satisfactory outcomes.
• Oversee daily Guest Services operations and ensure smooth delivery.
• Conduct visual workspace checks and report defects.
• Maintain stock of supplies and uphold professional standards.
• Deliver on-the-job training and measure performance with Head of Guest Experience.
• Collaborate with Head of Guest Experience to improve performance.

Skills

Leadership

Communication

Languages

People management

Education

Bachelor's degree

Diploma or degree in business

Job description

We are looking for a passionate and customer-centric Guest Experience Manager to 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.

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.

At least 2 years of leadership experience managing customer-facing teams.

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.

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower org to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges.

Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base.