Senior Guest Experience & Quality Manager

HSH Group / The Peninsula Hong Kong; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Comprehensive family medical coverage

Pension benefits

Job summary

The Peninsula Hong Kong, a leader in ultra-luxury hospitality, seeks a Manager, Guest Experience and Quality to shape and elevate guest engagement across the portfolio. You will translate guest insights into action, ensuring consistent delivery of the Peninsula service philosophy and driving transformative programs.

Collaborating with hotels and corporate teams, you will lead initiatives on loyalty, personalization, and service excellence, requiring strong analytics, cross‑functional influence,

Qualifications

• Bachelor's degree in Hospitality Management or related discipline.
• Minimum 5 years' experience within luxury hospitality or guest experience/quality roles.
• Experience leading guest experience, service excellence or customer journey initiatives within luxury environment.
• Experience in guest journey transformation and quality assurance or service auditing programmes is desirable.
• Strong analytical capability to translate insights into actionable recommendations.
• Willingness to travel internationally as required.

Responsibilities

• Support development and evolution of group-wide guest experience initiatives, improving engagement, loyalty and brand advocacy.
• Partner with hotels to implement and optimise operations systems and platforms, ensuring consistency with Group standards.
• Drive service excellence and operations improvements across Rooms Division functions.
• Design end-to-end guest journeys, identifying friction points and enhancing experiences.
• Lead governance and refinement of guest feedback programmes, turning insights into improvements.
• Analyse guest feedback, performance metrics, market trends to provide leadership with recommendations.
• Support rollout of strategies including guest engagement, loyalty and personalization initiatives.
• Collaborate with cross-functional teams to deliver transformation projects strengthening guest experience and brand consistency.
• Facilitate property visits, workshops and sharing of best practices across hotels.
• Act as ambassador for The Peninsula's service philosophy and culture of excellence.

Skills

Guest experience strategy

Service excellence

Quality program leadership

Analytical thinking

Stakeholder collaboration

Education

Bachelor's degree in Hospitality Management

Tools

PowerPoint

Excel

Property Management Systems

Job description

The Peninsula Hong Kong, a leader in ultra-luxury hospitality, seeks a Manager, Guest Experience and Quality to shape and elevate guest engagement across the portfolio. You will translate guest insights into action, ensuring consistent delivery of the Peninsula service philosophy and driving transformative programs.

Collaborating with hotels and corporate teams, you will lead initiatives on loyalty, personalization, and service excellence, requiring strong analytics, cross‑functional influence,