Luxury Guest Experience Project Lead – Rooms & Quality

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

Benefits offered by this job

Comprehensive family medical coverage

Pension benefits

Global collaboration and diverse team

Job summary

The Peninsula Hotels is seeking a Project Manager, Rooms Operations and Quality at its Hong Kong Head Office. You will lead group-wide guest experience initiatives, work with hotels to optimise systems, and drive service excellence across Rooms Division.

The role emphasizes guest journey design, feedback governance, and data-driven improvements. You will collaborate with corporate and property teams to deliver transformational programmes, strengthening loyalty and enhancing the end-to-end guest

Qualifications

• Bachelor’s degree in hospitality or related field with strong service focus.
• Minimum 5 years in luxury hospitality, preferably Rooms/Service excellence.
• Experience in guest journey projects and quality programmes is desirable.

Responsibilities

• Lead group-wide guest experience initiatives to boost engagement and loyalty.
• Collaborate with hotels to implement operational systems aligned with standards.
• Drive service excellence across Rooms Division and related functions.
• Design end-to-end guest journeys and improve service touchpoints.
• Oversee guest feedback programmes and translate insights into actions.
• Analyze data and trends to inform senior leadership recommendations.
• Support rollout of loyalty and personalised service programmes.
• Coordinate workshops and governance across portfolio hotels.
• Act as ambassador for service philosophy and continuous improvement.

Skills

Analytical thinking

Organisational skills

Communication

Presentation skills

English proficiency

Willingness to travel

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Tools

PowerPoint

Excel

Job description

The Peninsula Hotels is seeking a Project Manager, Rooms Operations and Quality at its Hong Kong Head Office. You will lead group-wide guest experience initiatives, work with hotels to optimise systems, and drive service excellence across Rooms Division.

The role emphasizes guest journey design, feedback governance, and data-driven improvements. You will collaborate with corporate and property teams to deliver transformational programmes, strengthening loyalty and enhancing the end-to-end guest