Guest Experience & Quality Leader

The Hongkong and Shanghai Hotels, Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Prestigious group

Collaborative team

Family medical coverage + pension

Job summary

The Hongkong and Shanghai Hotels, Limited, at its Corporate Head Office in Hong Kong, seeks a Manager, Guest Experience and Quality to lead group-wide initiatives enhancing guest engagement, loyalty and service excellence. The role shapes end-to-end guest journeys, translates insights into actions, and ensures consistent delivery of The Peninsula's service philosophy across the portfolio.

Collaborate with hotels and corporate teams to drive transformation, operational excellence and innovative

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration or a related discipline.
• Minimum 5 years' experience in luxury hospitality across Front Office, Housekeeping, Rooms Division, Guest Experience, Service Excellence or Quality functions.
• Experience managing guest experience, service excellence, quality improvement or customer journey initiatives within a luxury environment.
• Experience in guest journey transformation and exposure to quality assurance or service auditing programmes is desirable.
• Strong analytical capability to convert insights and data into actionable recommendations.

Responsibilities

• Support the development, execution and evolution of group-wide guest experience and service excellence initiatives, delivering measurable improvements in engagement and loyalty.
• Partner with hotels to implement and optimise operational systems and platforms, ensuring adoption and alignment with standards.
• Drive service excellence and operational improvement across Rooms Division functions to elevate guest satisfaction and efficiency.
• Design and enhance end-to-end guest journeys, identifying opportunities to remove friction and create memorable experiences.
• Lead governance and refinement of guest feedback programmes, ensuring insights translate into actionable improvements.
• Analyse guest feedback, performance, market trends to identify opportunities and provide recommendations to senior leadership.

Skills

Guest experience

Quality improvement

Data analysis

PowerPoint

Excel

Hospitality technology

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

Property Management Systems

Guest experience platforms

Job description

The Hongkong and Shanghai Hotels, Limited, at its Corporate Head Office in Hong Kong, seeks a Manager, Guest Experience and Quality to lead group-wide initiatives enhancing guest engagement, loyalty and service excellence. The role shapes end-to-end guest journeys, translates insights into actions, and ensures consistent delivery of The Peninsula's service philosophy across the portfolio.

Collaborate with hotels and corporate teams to drive transformation, operational excellence and innovative