Senior Tenant & Guest Experience Manager

The Peak Complex; Hong Kong; Presencial; HKD 600.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance for dependents

Public holidays 17

Annual leave 20 days

Carer's leave 3 days

Non-contributory retirement plan

Performance bonus

Descripción de la vacante

The Peak Complex in Hong Kong is seeking a Tenant & Guest Services Manager to lead the Tenant and Guest Services teams. You will uphold service standards, drive operational excellence and manage onboarding, move-in and tenancy procedures for a premier shopping mall complex.

The role requires a decade of property management experience, with at least 3 years in management, and fluency in English, Cantonese and Putonghua. A competitive package and performance bonus are offered.

Formación

• Minimum 10 years in property management, incl. 3 years in a managerial role
• Solid knowledge of the shopping mall sector
• Proficient in English, Cantonese and Putonghua
• Customer-focused leader with strong collaboration and interpersonal skills
• Strong capabilities in complaint handling, service recovery and KPI monitoring

Responsabilidades

• Lead Tenant Services and Guest Services operations across touchpoints
• Coach and develop frontline teams for quality service delivery
• Escalation point for high-impact tenant and guest issues
• Oversee onboarding, move-in/out and reinstatement processes
• Improve service procedures, workflows and communication practices
• Collaborate with internal departments and external contractors
• Monitor service quality, safety, pest control and horticulture across tenanted areas
• Support tenant and guest-related sales, promotions and events
• Review service data and incidents to drive improvements and maintain audit compliance

Conocimientos

Tenant Services Leadership

Staff Coaching

Operational Excellence

Customer Experience

Stakeholder Management

Educación

Property/Facility/Hospitality Management Degree

Descripción del empleo

The Peak Complex in Hong Kong is seeking a Tenant & Guest Services Manager to lead the Tenant and Guest Services teams. You will uphold service standards, drive operational excellence and manage onboarding, move-in and tenancy procedures for a premier shopping mall complex.

The role requires a decade of property management experience, with at least 3 years in management, and fluency in English, Cantonese and Putonghua. A competitive package and performance bonus are offered.