boutique experience and maintenance manager

✨ Job Title: Boutique Experience & Operations Manager

Location: New Delhi

Reporting To: Store Director / Brand Head

Industry: Luxury Fine Jewelry

Experience Required: 7–12 years in luxury hospitality (Taj, Oberoi, or similar), with exposure to operations, guest experience, and team management

Preferred Background: Hotel management, luxury retail, customer experience

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🏛️ Role Overview

We are looking for a refined and experienced Boutique Experience & Operations Manager to lead the daily operations and client experience at our luxury fine jewelry boutique in New Delhi. The ideal candidate will come from a prestigious luxury hotel background and bring with them a strong understanding of world-class service, attention to detail, and the ability to create unforgettable customer journeys.

This role is pivotal in ensuring that our boutique mirrors the standards of a five-star luxury environment, with an emphasis on excellence, elegance, and seamless guest interaction.

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🎯 Key Responsibilities

🌟 Store Ambience & Operational Excellence

• Maintain boutique upkeep and presentation to five-star hotel standards—including cleanliness, scent, music, lighting, and décor.

• Ensure all daily operations (lighting, climate, fragrances, furnishings, displays) are flawlessly maintained.

• Supervise housekeeping and facility teams/vendors to uphold a pristine luxury environment.

🤝 Customer Experience & Front-End Leadership

• Lead and supervise the Guest Relationship Executives (GREs)—ensuring every client is greeted with warmth, style, and grace.

• Personalize welcome protocols for HNIs, bridal clients, and returning patrons with VIP service practices.

• Create and maintain SOPs for guest welcome, lounge experience, refreshments, valet, and farewell.

• Handle service recovery with poise and swift resolution.

👩‍🏫 Training & Culture Building

• Conduct regular training sessions on grooming, luxury etiquette, verbal communication, and presentation for all front-facing staff.

• Develop scripts and verbal tones for various touchpoints—from greeting to after-sales follow-up.

• Instill and nurture a culture of excellence—training staff to anticipate client needs proactively.

👔 Staff Grooming & Presentation

• Enforce and monitor strict grooming standards for all customer-facing employees.

• Oversee staff attire, posture, and service behavior to ensure alignment with a luxury brand.

📋 Quality Control & Brand Alignment

• Act as the brand custodian for in-store experience and customer touchpoints.

• Conduct regular audits to assess lighting, scent, music, service, cleanliness, and ambiance.

• Ensure all brand guidelines are respected and communicated clearly to all team members.

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👤 Candidate Profile

• Hospitality professional from 5-star hotel chains (Taj, Oberoi, Leela, etc.) with experience in Guest Relations / Front Office Management / Training / Operations.

• Passionate about delivering high-end client experiences in a refined retail environment.

• Immaculate grooming, poise, and communication skills—must command respect and warmth.

• Strong team leader who can coach, discipline, and elevate front-line retail staff.

• Comfortable with creating SOPs, conducting trainings, and enforcing service standards.

Skills;

Category

Skill

Hospitality

Five-star customer experience, luxury etiquette

Leadership

Team training, motivation, supervision

Operational Excellence

Boutique maintenance, SOP implementation

Communication

Fluent in English & Hindi, verbal finesse, empathy

Technical

• Basic MS Office, lighting controls, vendor management