Senior Mall Tenant & Guest Experience Leader

Facilities Management; Hong Kong; Sur place; HKD 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Comprehensive family medical insurance

17 public holidays

20 days annual leave

3 days carers leave

Non-contributory retirement plan

Performance bonus

Résumé du poste

The Peak Complex in Hong Kong is seeking a Tenant & Guest Services Manager to lead the Tenant Services and Guest Services teams, ensuring service standards and exceptional guest experiences across all touchpoints.

You will drive operational excellence, oversee onboarding/move-in/out, collaborate with internal departments and contractors, and contribute to sales, promotions and events while maintaining compliance and guest satisfaction.

Qualifications

• Minimum 10 years of experience in property management
• At least 3 years in a managerial role
• Proficient in written and spoken English, Cantonese and Putonghua
• Customer-focused proactive leader with strong attention to detail and collaboration skills
• Strong capabilities in complaint handling, service recovery, stakeholder communication, vendor management, KPI monitoring, process improvement and operational reporting

Responsabilités

• Lead and oversee Tenant Services and Guest Services operations across touchpoints
• Coach and develop Guest Services and Tenant Services teams
• Act as escalation point for complex tenant/guest issues
• Oversee onboarding, move-in/out and reinstatement processes
• Establish and enhance service procedures and communication practices
• Collaborate with internal departments and external contractors
• Monitor service quality including cleanliness, safety, pest control and horticulture
• Support tenant/guest-related sales, promotions, events
• Review reports and incidents to identify trends and ensure compliance

Connaissances

Leadership

Customer service

Vendor management

Stakeholder communication

KPI monitoring

Process improvement

Team coaching

Formation

Bachelor's degree in Property Management, Facility Management, Hospitality, Business Management or related

Description du poste

The Peak Complex in Hong Kong is seeking a Tenant & Guest Services Manager to lead the Tenant Services and Guest Services teams, ensuring service standards and exceptional guest experiences across all touchpoints.

You will drive operational excellence, oversee onboarding/move-in/out, collaborate with internal departments and contractors, and contribute to sales, promotions and events while maintaining compliance and guest satisfaction.