Global Hospitality and Experience Lead

Role purpose

The Head of Hospitality sits within the Global Procurement Infrastructure & Real Estate Services (RES) team, under the Global COO (GCOO) function at HSBC. The role is global in nature and supports the evolving future of work through the strategic delivery of hospitality, workplace amenities, and customer/staff experience across HSBC’s global estate—including HQs, general offices, premium retail branches, and partner areas.

This leader is accountable for shaping and executing HSBC’s global hospitality strategy in partnership with strategic Tier-1 suppliers and internal teams. The role reports to the Global Head of Workspace Experience & Operations (WE&O).

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution. 

In this role you will:-

•    Develop and implement the global hospitality strategy aligned with HSBC’s workspace vision and ESG goals. Work closely with WE&O, workspace strategy, and capital teams to improve workplace value.
•    Ensure high-quality real estate and hospitality services worldwide, including events, dining, meetings, and reception, by partnering with strategic suppliers.
•    Manage Tier-1 suppliers, negotiate contracts, enforce SLAs and KPIs, and drive innovation and digital solutions beyond contract terms.
•    Oversee compliance with Health & Safety and Food Hygiene standards, conduct audits, and manage risk within HSBC’s control framework.
•    Manage budget, including forecasting, cost control, and commercial management for operating and project expenses.
•    Lead transformation through business cases for digital tools and sustainability. Engage senior stakeholders and manage communications to enhance service delivery.

To be successful in this role you should meet the following requirements:-

•    Deep expertise in hospitality operations, real estate service design, catering, and workplace experience functions including events
•    Strong knowledge of health and safety regulations, food hygiene compliance, and audit standards
•    Experience in designing and managing performance metrics (SLA/KPIs), service dashboards, and benchmarking frameworks
•    Proficient in digital tools related to guest experience, event scheduling, and workspace management platforms
•    Financial acumen in forecasting, budgeting, P&L ownership, cost control, and commercial modelling
•    Proven ability to manage large-scale contracts and vendor negotiations with Tier-1 hospitality suppliers
•    Experience delivering transformation and innovation in hospitality services, including ESG-aligned initiatives
•    Strong understanding of multi-generational workforce needs, amenity trends, and employee value propositions 

The role is based in Birmingham, Hybrid

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500