Job Description We are seeking a Director of Operations to oversee all guest‑facing services across the Peak Tram, Peak Tower and St John's Building—including guest and tenant services, ticketing operations, and property management—to ensure every moment reflects our high standards and brand values.
The position will provide strategic direction and operational excellence while partnering closely with the General Manager to drive long‑term business growth and shape the future of this world‑renowned attraction.
Work for a highly prestigious and renowned hospitality group Drive excellence and create a lasting impact on millions of guests each year Exceptional benefits such as comprehensive medical insurance, leaves, pension and bonus Key Accountabilities Maximise operational efficiency and performance standards by developing and refining operational processes, systems, and management frameworks in the areas of services, procurement, compliance, health and safety, and other operational matters.
Execute the operations management plan to ensure the delivery of excellent services at the defined standards, achieve high productivity and customer satisfaction, and ensure operational risks are well managed and mitigated.
Lead frontline operations and property management teams.
Refine service standards, incorporating Peninsula Core Principles, to position The Peak Complex as a top tourism asset in Hong Kong, benchmarking world‑class attractions.
Execute asset enhancement initiatives endorsed by top management, implement preventive maintenance programmes, and propose CAPEX enhancements to maximise long‑term asset value.
Support sales & business development, marketing, and leasing strategies within frontline operations, including but not limited to guest surveys, traffic flow analysis, execution of promotions, and collaboration and partnership with tenants.
Oversee capital and operational financial capability to maximise profit margins and KPIs while achieving the highest operational standards.
Be accountable for ensuring operations run within approved budgets and revised forecasts.
Lead company initiatives and projects, including but not limited to CRS, health and safety, and ISO.
Achieve people & culture objectives by working closely with the People and Culture Department to create and implement staff engagement initiatives that support motivation and engagement.
Collaborate with the department to train and motivate colleagues to perform in line with company standards.
Liaise with and maintain strong relationships with government departments and public utilities organisations—including the Tourism Commission, Transport Department, Highways Department, Fire Services Department, Police, transport operators, and other key stakeholders—on all matters relating to management and operations.
Serve as an Executive Committee member and build strong relationships within the Management Team.
Where necessary and appropriate, influence and challenge the Executive Committee and General Manager on business practices to maximise long‑term business growth.
Contribute to the internal digital transformation taskforce, focusing on enhancing customer experience, improving operational efficiency, and driving revenue growth through the deployment of digital solutions.
General requirements Bachelor's degree or above.
A Minimum 15 years' experience in the service industry (e.g., hospitality, tourist attractions, real estate and retail) with at least 6 years' experience in a senior operations management capacity.
Possesses strong expertise and hands‑on experience in property operations, tenant relations, guest experience management, and security excellence.
Proven track record in leading and revamping guest experience programmes.
Strong leadership abilities with excellent people management skills.
Self‑motivated with sound reasoning and decision‑making capabilities.
Positive, approachable and collaborative working style.
Strong influencing and negotiation skills.
Proficient in written and spoken English, Cantonese and Putonghua.
We are delighted to receive your CV for further consideration.
