Manager, Guest Experience and Quality

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

Working as part of the professional team at the Group's Corporate Head Office in Hong Kong, the Manager, Guest Experience and Quality supports and co-leads group-wide initiatives across all The Peninsula Hotels to elevate guest engagement, strengthen loyalty, and drive service excellence. This role plays a key part in shaping and enhancing the end-to‑to‑end guest journey, translating guest insights into meaningful action, and ensuring consistent delivery of The Peninsula's service philosophy across the portfolio. Working closely with hotels and corporate teams, the position helps drive innovation, operational excellence, and transformational programmes that create memorable experiences for guests and reinforce the brand's reputation as a leader in ultra‑luxury hospitality.

• Join one of the world's most prestigious luxury hospitality groups
• Be part of a diverse and collaborative team and contribute to global initiatives that shape the future of guest experience across The Peninsula Hotels
• Enjoy exceptional benefits, including comprehensive family medical coverage (including dependents) and pension benefits

Key Accountabilities

• Support the development, execution and continuous evolution of group-wide guest experience and service excellence initiatives, delivering measurable improvements in guest engagement, loyalty and brand advocacy.
• Partner with hotels to implement and optimise operational systems and platforms, ensuring adoption, consistency and alignment with the Group standards.
• Drive service excellence and operational improvement initiatives across Rooms Division functions, enhancing both guest satisfaction and operational effectiveness.
• Design and enhance end-to‑end guest journeys by identifying opportunities to improve service touchpoints, remove friction and create memorable experiences.
• Lead the governance and continuous enhancement of guest feedback programmes, including post-stay and post-dining surveys, ensuring actionable insights are translated into meaningful improvements.
• Analyse guest feedback, operational performance, market trends and emerging luxury consumer expectations to identify opportunities and provide recommendations to senior leadership.
• Support the rollout and continuous refinement of strategic programmes, including guest engagement, loyalty, personalisation and service excellence initiatives across the portfolio.
• Collaborate with cross-functional teams to deliver transformation projects that strengthen guest experience, brand consistency and operational excellence.
• Facilitate property visits, workshops and working sessions to support implementation, capability building, alignment and sharing of best practices across hotels.
• Act as an ambassador for The Peninsula's service philosophy, championing a culture of excellence, innovation and continuous improvement.

General Requirements

• Bachelor's degree in Hospitality Management, Business Administration or a related discipline.
• Minimum 5 years' experience within luxury hospitality, preferably in 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 with the ability to convert guest insights, operational data and market intelligence into actionable recommendations.
• Self-motivated, strong organisational skills with the ability to manage multiple priorities and workstreams simultaneously.
• Familiarity with hospitality technology platforms, including Property Management Systems and guest experience solutions.
• Excellent command of English with strong written and verbal communication skills
• Advanced presentation and data analysis skills, including proficiency in PowerPoint and Excel.
• Willingness to travel internationally as required.