Guest Experience & Quality Lead - Luxury Hospitality

The Hongkong and Shanghai Hotels, Limited; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Medical coverage for family and depend

Pension benefits

Job summary

The Hongkong and Shanghai Hotels, Limited invites an experienced Manager, Guest Experience and Quality to join the Group's Corporate Head Office in Hong Kong. You will support and co-lead initiatives across The Peninsula Hotels to elevate guest engagement, strengthen loyalty, and drive service excellence, shaping end-to-end journeys and translating insights into action.

Collaborate with hotels and corporate teams to drive innovation, operational excellence and transformational programmes that

Qualifications

• Bachelor's degree in Hospitality Management or related discipline.
• Minimum 5 years in luxury hospitality, preferably in Front Office, Housekeeping, Rooms Division, Guest Experience or Quality functions.
• Experience leading guest experience, service excellence, quality improvement or customer journey initiatives.
• Experience in guest journey transformation and exposure to quality assurance or service auditing programmes is desirable.
• Strong analytical capability to convert guest insights and data into actionable recommendations.
• Excellent command of English with strong written and verbal communication skills.
• Advanced presentation and data analysis skills (PowerPoint and Excel).
• Willingness to travel internationally as required.

Responsibilities

• Support and co-lead group-wide guest experience and service excellence initiatives, delivering measurable improvements.
• Partner with hotels to implement and optimise operational systems and ensure consistency with Group standards.
• Drive service excellence and operational improvement initiatives across Rooms Division functions.
• Design and enhance end-to-end guest journeys by identifying opportunities to improve touchpoints.
• Lead governance and refinement of guest feedback programmes, translating insights into improvements.
• Analyse guest feedback, market trends and expectations to provide recommendations to senior leadership.
• Support rollout of strategic programmes including loyalty, personalization and service excellence across the portfolio.
• Collaborate with cross-functional teams to deliver transformation projects that strengthen guest experience.

Skills

PowerPoint

Excel

English proficiency

Analytical skills

Project management

Communication

Education

Bachelor’s degree in Hospitality Management

Tools

Property Management Systems

Job description

The Hongkong and Shanghai Hotels, Limited invites an experienced Manager, Guest Experience and Quality to join the Group's Corporate Head Office in Hong Kong. You will support and co-lead initiatives across The Peninsula Hotels to elevate guest engagement, strengthen loyalty, and drive service excellence, shaping end-to-end journeys and translating insights into action.

Collaborate with hotels and corporate teams to drive innovation, operational excellence and transformational programmes that