Project Manager, Rooms Operations and Quality

Corporate Office and Support; 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

Project Manager, Rooms Operations and Quality

Business Unit: Head Office

Location: Hong Kong SAR

Working as part of the professional team at the Group's Corporate Head Office in Hong Kong, the Project Manager, Rooms Operations 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-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

• Project manage 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 Rooms Division, Service Excellence or quality function.
• 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.