Hospitality Manager

Company Description The present and future of Audemars Piguet are built on the invaluable contributions of all our talents. Inspired by the wealth of our past, we are excited about the endless possibilities that our future holds. Together, we are resolutely forward-thinking and strive for excellence in all areas of our business.

If this journey inspires you, come chart your own path within our family and let’s continue creating the extraordinary. Together, let's write the next chapter of your career!

Job Description 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.

Qualifications

• 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.