Manager, Shangri-La Circle (Hotel Performance & Member Services)

Shangri-La Group; Hong Kong; Hybrid; HKD 900,000 - 1,500,000; Full time

Benefits offered by this job

Learning & development

Colleague travel perks

Competitive benefits

Job summary

Shangri-La Group is seeking a strategic Manager, Shangri-La Circle (Hotel Performance & Member Services) to drive member growth, optimise operations, and maximise direct revenue across our luxury portfolio. You will bridge Corporate HQ, regional teams and hotel properties, ensuring high-impact loyalty initiatives are implemented and measured.

The ideal candidate brings strong hotel operations and loyalty program experience, exceptional stakeholder skills, and fluency in English and Chinese to

Qualifications

• 10+ years in hotel operations or loyalty programs.
• Strong analytical and data-driven decision making.
• Excellent communication and stakeholder management.
• Fluent English and Chinese.

Responsibilities

• Drive KPI delivery with HQ and regional teams.
• Identify friction points and implement solutions.
• Engage property leaders to drive loyalty adoption.
• Analyse performance data to provide insights.
• Design enrolment initiatives and manage earn/burn programs.
• Assess member benefits and service touchpoints.
• Collaborate with HQ to align loyalty initiatives.
• Govern loyalty service levels and support teams.
• Investigate and resolve data or system issues.
• Participate in UAT for platform upgrades.
• Govern policies and SOPs for hotel operations.

Skills

Hotel operations

Loyalty program

Stakeholder management

Data analytics

Bilingual EN/ZH

Education

Hospitality degree

Tools

CRM systems

Job description

Shangri-La International Hotel Management Ltd.

Shangri-La Group is a global leader in luxury hospitality with unique Asian heritage.

Headquartered in Hong Kong, we have over 100 hotels and resorts under four brands in key cities and beautiful beachfront locations globally. We are expanding rapidly with a strong development pipeline throughout Asia, the Middle East, Europe, and Africa.

Regarded as one of the world’s finest hotel ownership and management companies, Shangri-La is dedicated to delighting guests around the world with legendary service, finely tuned through over 45 years of hospitality from the heart. We have an affinity with Asian travelers, and we offer them a gateway to the rest of the world, positioning us as a leading brand in luxury hospitality.

As an enviable employer with industry‑leading levels of colleague engagement, our people are our priority. Our success is made possible only through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best‑in‑class leadership development, you can be sure that potential is identified and nurtured throughout your career.

Based at our Headquarters, the Manager, Shangri-La Circle (Hotel Performance & Member Services) plays a pivotal role in driving member growth, acquisition, and direct revenue for Shangri-La’s global loyalty program. This role serves as a key strategic bridge between Corporate HQ, Regional Teams, and Hotel Properties to ensure high‑impact loyalty initiatives are seamlessly communicated, effectively executed, and optimized on the ground.

The ideal candidate is a highly proactive, resilient self‑starter with deep hotel operational knowledge, strong commercial acumen, and a relentless "can-do" spirit. Working closely with global cross‑functional stakeholders across Rooms & F&B, Sales & Marketing, Revenue, Digital/E‑commerce, IT, and Finance, you will act as a champion and ambassador for Shangri-La Circle (SLC) – empowering hotels to optimize operations, elevate member engagement, and maximize direct business impact.

What You’ll Be Doing

• 1. Hotel Performance & Operational Alignment
  • KPI Delivery: Serve as the primary HQ contact point for regional and hotel teams, driving alignment and ensuring properties meet or exceed key SLC performance metrics.
  • Operational Enablement & Gap Mitigation: Identify operational friction points between HQ, Regional Offices, and Hotels; proactively implement solutions to streamline daily hotel loyalty operations.
  • Property Engagement & Advocacy: Act as an internal advocate and "sales host" for SLC, establishing regular two‑way communication channels with property leaders to drive active engagement and buy‑in.
  • Performance Insights: Analyse hotel performance data to generate actionable, value‑adding recommendations that challenge the status quo and improve property‑level loyalty metrics.
• Campaign & Member Experience Execution
  • Member Enrolment & Engagement: Design and execute dynamic initiatives to boost colleague‑led member enrolments, as well as member points earning and redemption ("earn & burn") across Rooms & F&B.
  • Member Value Enhancement: Regularly review and assess member benefits and service touchpoints to ensure actual property‑level deliverables consistently align with member expectations.
  • Cross‑Functional Collaboration: Partner closely with HQ stakeholders (Rooms & F&B, Commercial, HR, Finance, IT) to ensure all loyalty initiatives align with overall business objectives and strictly comply with Group SOPs & policies.
• Service Level Governance & Technical Operations
  • Service Level Management: Governance and operational oversight of the Shangri-La Circle service and operations teams to maintain high standards of member and hotel support.
  • Issue Resolution & Troubleshooting: Proactively investigate and resolve data, system, or operational errors reported by properties, coordinating with the Technology team to address minor platform enhancements and system fixes.
  • UAT & Testing Management: Participate User Acceptance Testing (UAT) for system upgrades, strategic platform changes, and loyalty application enhancements before global rollout.
  • Policy Governance: Execute, roll out, and govern operational policies, SOPs, and standardized guidelines for hotel‑level operations teams.

About You

• Bachelor’s Degree or Higher Diploma in Hospitality Management, Business Administration, Marketing, or a related discipline.
• Minimum of 10 years of progressive experience, preferably within hotel property operations (with direct exposure to Rooms & F&B operations) or loyalty program management.
• Strong "can-do" attitude, exceptional resilience, and a positive, solution‑oriented mindset.
• Proactive self‑starter with high emotional intelligence (EQ) and the confidence to influence diverse stakeholder groups.
• Solid commercial acumen with an understanding of loyalty unit economics, direct booking channels, and customer acquisition/retention dynamics.
• Strong analytical capabilities to turn data insights into practical, hotel‑friendly operational actions.
• Exceptional interpersonal, communication, and presentation skills—capable of building trust and consensus with regional and property‑level leadership.
• Full fluency in written and spoken English and Chinese is mandatory.
• Proven ability to multi‑task, prioritize effectively, and deliver high‑quality outcomes under tight deadlines in a fast‑paced environment.

Why Join Us

• A workplace that values your passion and supports self‑realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in confidence and used only for recruitment purposes. (Click here to learn more about our Data Protection statements.)

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.