Tenant & Guest Services Manager

The Peak Tram and The Peak Tower; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical insurance (family)

Public holidays 17

Annual leave 20 days

Carers leave 3 days

Non-contributory retirement plan

Performance bonus

Job summary

The Peak Tram and The Peak Tower in Hong Kong are seeking a Tenant & Guest Services Manager to lead the Tenant Services and Guest Services teams, ensuring service standards across touchpoints and a superior experience for tenants and millions of annual guests. The role collaborates with internal departments and external contractors to deliver seamless operations.

Candidates should have at least 10 years in property management (3 in a managerial role), a related bachelor’s degree, and fluency in

Qualifications

• At least 10 years of experience in property management, including at least 3 years in a managerial role.
• Bachelor’s degree in Property Management, Facility Management, Hospitality, Business Management or a related discipline.
• Proficient in written and spoken English, Cantonese and Putonghua.

Responsibilities

• Lead and oversee Tenant Services and Guest Services operations, ensuring service standards are consistently achieved across all touchpoints.
• Coach and develop the Guest Services, Tenant Services and relevant frontline teams to ensure effective supervision and quality service delivery.
• Act as the escalation point for complex or high-impact tenant and guest issues, ensuring timely resolution in accordance with company policies, lease requirements and house rules.
• Oversee tenant onboarding, move-in, move-out and reinstatement processes, ensuring compliance with lease terms, operational guidelines and safety requirements.
• Establish, review and enhance tenant and guest service procedures, workflows, service standards and communication practices to improve operational effectiveness and satisfaction levels.
• Collaborate closely with various internal departments and external contractors to support tenant and guest-related operations.
• Monitor service quality across tenanted areas, including cleanliness, safety, pest control and horticulture, and ensure timely follow-up with service providers.
• Support tenant and guest-related sales, promotional, marketing and event activities.
• Review operational reports, service data, complaints and incidents to identify trends, drive service improvements and ensure proper documentation and compliance with company standards and audit requirements.

Skills

Customer service leadership

Stakeholder communication

Vendor management

Operational reporting

KPI monitoring

Process improvement

Complaint handling

Education

Bachelor’s degree in Property Management

Job description

Job Description

Working alongside a wonderful team in The Peak Complex, we are seeking a Tenant & Guest Services Manager to support our Tenant & Guest Services Team.

• Lead teams to uphold service standards that enhance tenant and guest experiences
• Drive operational excellence and create a lasting impact on millions of guests each year
• Market-leading remuneration package including comprehensive family medical insurance (including dependents), 17 public holidays, 20 days annual leave, 3 days carers leave, non-contributory retirement plan and performance bonus

Key Accountabilities

• Lead and oversee Tenant Services and Guest Services operations, ensuring service standards are consistently achieved across all touchpoints.
• Coach and develop the Guest Services, Tenant Services and relevant frontline teams to ensure effective supervision and quality service delivery.
• Act as the escalation point for complex or high-impact tenant and guest issues, ensuring timely resolution in accordance with company policies, lease requirements and house rules.
• Oversee tenant onboarding, move-in, move-out and reinstatement processes, ensuring compliance with lease terms, operational guidelines and safety requirements.
• Establish, review and enhance tenant and guest service procedures, workflows, service standards and communication practices to improve operational effectiveness and satisfaction levels.
• Collaborate closely with various internal departments and external contractors to support tenant and guest-related operations.
• Monitor service quality across tenanted areas, including cleanliness, safety, pest control and horticulture, and ensure timely follow-up with service providers.
• Support tenant and guest-related sales, promotional, marketing and event activities.
• Review operational reports, service data, complaints and incidents to identify trends, drive service improvements and ensure proper documentation and compliance with company standards and audit requirements.

General Requirements

• At least 10 years of experience in property management, including at least 3 years in a managerial role, with solid knowledge and expertise in the shopping mall sector.
• Bachelor’s degree in Property Management, Facility Management, Hospitality, Business Management or a related discipline.
• Proficient in written and spoken English, Cantonese and Putonghua.
• A customer-focused and proactive leader with strong attention to detail, resilience, accountability, and excellent collaboration and interpersonal skills.
• Strong capabilities in complaint handling, service recovery, stakeholder communication, vendor management, KPI monitoring, process improvement and operational reporting.