Manager, Guest Experience and Quality

About the role

The Manager, Guest Experience and Quality will join the corporate team at The Peninsula Hotels’ head office in Hong Kong. Reporting to senior leadership, you will drive group‑wide initiatives that enhance guest engagement, loyalty and service excellence across all Peninsula properties worldwide.

Key responsibilities

• Develop, implement and continuously improve guest experience programmes that deliver measurable gains in satisfaction and brand advocacy.
• Partner with individual hotels to adopt operational systems, ensuring consistency with Group standards.
• Lead service‑excellence projects across Rooms Division, optimizing processes and touch‑points.
• Design end‑to‑end guest journeys, removing friction and creating memorable moments.
• Govern guest feedback mechanisms, translate survey data into actionable improvements.
• Analyse market trends and luxury consumer expectations to advise senior leadership.
• Support rollout of strategic initiatives such as loyalty, personalisation and service‑excellence programmes.
• Facilitate property visits, workshops and best‑practice sharing across the portfolio.
• Champion The Peninsula’s service philosophy and foster a culture of continuous improvement.

Required profile

• Bachelor’s degree in Hospitality Management, Business Administration or a related field.
• Minimum five years of experience in luxury hospitality, preferably in guest experience, service quality or operations.
• Proven track record of leading cross‑functional projects and delivering measurable results.
• Strong analytical mindset with ability to interpret guest feedback and market data.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Comprehensive family medical coverage, including dependents.
• Pension benefits.
• Opportunity to work with a globally recognised ultra‑luxury hospitality brand.
• Collaborative, diverse team environment.