Hospitality Manager

Scope of Work

Responsible for overseeing and elevating the client experience within the Taiwan market, with a focus on creating personalized, memorable experiences in line with Audemars Piguet’s luxury standards. This includes managing hospitality operations, food & beverage services, training programs, and events at both AP Houses and boutiques. The role also requires collaboration with local and international partners to ensure seamless client engagement and long-term relationships.

Customer Experience Management Ensure that Audemars Piguet’s brand values are consistently delivered through exceptional hospitality, service, and client experiences.

• Work closely with the retail team to drive client loyalty, foster strong brand affinity, and contribute to business growth through high service standards.
• Oversee boutique food & beverage offerings, ensuring that they align with brand values and provide a luxury experience for clients.
• Monitor service standards across all touchpoints, ensuring seamless delivery of hospitality, personalized treatment, and client journey planning.
• Regularly visit AP Houses and boutiques to assess the guest experience, from service quality to client interaction.
• Lead the planning and execution of client journeys, ensuring that each client receives a tailored, memorable experience, whether it’s a private appointment, event, or in-store visit.
• Work with the brand team to organize and execute VIP gatherings, special celebrations, and client-focused events, enhancing brand loyalty and deepening client relationships.
• Develop and execute personalized celebrations for clients’ milestones, ensuring a high standard of service and attention to detail.
• Benchmark competitor offerings and continuously seek opportunities to elevate the client experience, particularly in the areas of food & beverage, event planning, and guest treatment

Service & Hospitality Training

• Collaborate with the HR and Retail Training Manager to design and implement comprehensive training programs that elevate retail staff competencies in client engagement, food & beverage service, and hospitality etiquette.
• Provide ongoing coaching, mentorship, and feedback to retail teams to ensure consistent excellence in guest treatment and service delivery.
• Conduct regular training sessions focused on delivering a luxury hospitality experience, equipping staff with the skills to manage both daily operations and extraordinary client interactions.

Event Management & Client Engagement

• Lead the planning and execution of exclusive client events and gatherings in Taiwan, from small private dinners to large-scale celebrations. Ensure events are aligned with Audemars Piguet’s luxury standards.
• Collaborate with the brand and retail teams to create client-centric events that showcase the brand’s heritage, craftsmanship, and exclusivity.
• Oversee client journey planning, ensuring that each client interaction is seamless, personalized, and exceeds expectations.

Collaboration & Reporting

• Work closely with the Regional Hospitality Head to ensure alignment with regional client experience strategies and objectives.
• Maintain regular communication with the retail teams, sharing best practices, client feedback, and insights to continuously improve the guest experience.
• Ensure that client needs and requests are handled promptly and with the utmost professionalism, maintaining strong client relationships.

• Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field.
• Minimum 5 years of experience in hospitality, hotel, restaurant, or customer service management.
• Strong leadership and team management skills.
• Excellent customer service and conflict resolution abilities.
• Strong communication and interpersonal skills.
• Proven ability to manage operations, budgets, and resources effectively.
• Knowledge of hospitality industry standards, health and safety regulations, and best practices.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Fluent in English and Mandarin; additional language skills are an advantage.