Manager, Guest Experience and Quality

Working alongside a professional team in the Group’s Corporate Head Office in Hong Kong, we are seeking a Manager, Guest Experience and Quality to join the Operations Planning and Support Department. This role supports driving various Global Rooms and Spa initiatives for an enhanced guest experience through furthering the service standards, innovation, and quality, as well as guest satisfaction for all The Peninsula Hotels.

• Work for a highly prestigious and renowned hospitality group
• Be part of a diverse and professional team
• Exceptional benefits such as comprehensive family medical insurance (including dependents) and pension benefits

Key Accountabilities

• Support the development, execution, and continuous improvement of initiatives aimed at enhancing the guest experience.
• Lead the overall management of the branded Post-Stay survey, including the handling of guest responses, process and system improvement thereof.
• Responsible for coordination and providing support to hotels relative to groupwide IT projects including Property Management System and other operational systems relative to Rooms OPS and Spa.
• Analyze and produce reports on all quality assessment tools.
• Analyze trends, research, property performance and propose innovations to achieve business objectives.
• Assist with the research, management, and implementation of Rooms-related CRS activities.
• Responsible for creation of communications materials including presentations, proposals, training decks.
• Coordination for the team’s operations visits and other business trip arrangement.

General requirements

• University Degree in hospitality or hotel management
• Experience in luxury hotel operations preferably front office, housekeeping and/or spa
• Experience with guest complaint handling
• Experience in quality improvement role in luxury hotel operations
• Good knowledge of Rooms operations systems would be advantageous
• Fluent English speaker with promising writing and communications skills
• Be passionate for luxury hospitality
• Independent and ability to process and organise large set of data
• Great sense of organisation and attention to details

Candidate with less experience might be considered for Assistant Manager position. We are delighted to receive your CV for further consideration.