Tenant & Guest Services Manager

The Peak Complex; Hong Kong; On-site; HKD 600,000 - 1,200,000; Full time

Benefits offered by this job

Medical insurance for dependents

Public holidays 17

Annual leave 20 days

Carer's leave 3 days

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 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.

Qualifications

• 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

Responsibilities

• 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

Skills

Tenant Services Leadership

Staff Coaching

Operational Excellence

Customer Experience

Stakeholder Management

Education

Property/Facility/Hospitality Management Degree

Job description

One of the world’s most spectacular city skyline views can be found at Hong Kong’s Victoria Peak, with The Peak Tower offering adynamic retail and commercial proper ty. Our journey started in 1888 when the Peak Tram was established as Asia’s first funicularrailway, and an hour-long trip to the Peak by sedan chair was replaced by an exhilarating ride of under ten minutes. Today, thisremarkable feat of engineering remains one of the most photographed icons of Hong Kong and is one of the top touristattractions in the city, carrying six million passengers annually.

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.