Tenant & Guest Services Manager

Facilities Management; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Comprehensive family medical insurance

17 public holidays

20 days annual leave

3 days carers leave

Non-contributory retirement plan

Performance bonus

Job summary

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

Responsibilities

• 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

Skills

Leadership

Customer service

Vendor management

Stakeholder communication

KPI monitoring

Process improvement

Team coaching

Education

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

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.