Guest Experience Lead City-Wide

Job Title: Guest Experience Lead City-Wide

Locations:

• M|X, Bangalore
• BKC, Mumbai

Reports To:

Role Overview

Guest Experience Lead City-Wide

city-level client relations leader

Key Responsibilities

1. City-Wide Client Relations & Business Park Leadership

• Serve as the

  direct and first point of contact

  for all client and tenant relations across the city-wide RMZ portfolio.
• Build, nurture, and strengthen

  strategic relationships with CXO-level client representatives

  and key corporate occupiers.
• Lead

  client engagement programs

  , including regular feedback sessions, performance reviews, and consultations, to ensure alignment with client expectations and RMZ’s service philosophy.
• Oversee

  client communications, escalations, and issue resolution

  across all parks and buildings with promptness, diplomacy, and tact.
• Collaborate closely with

  Leasing, Facilities, Projects, Security, and Asset Management teams

  to deliver a cohesive, elevated client experience.
• Represent RMZ as a

  brand ambassador

  in city-level client forums, hospitality events, and industry engagements

2. Guest Experience & Hospitality Excellence

• Curate and manage the

  end-to-end guest and client journey

  across all Signature Offices in the city.
• Maintain

  concierge-level hospitality standards

  in all client-facing spaces — receptions, meeting suites, lounges, and event areas.
• Ensure

  visual, experiential, and operational consistency

  across all RMZ Signature Offices.
• Partner with

  central Guest Experience team

  to uphold RMZ’s service protocols, brand standards, and hospitality playbook.
• Conduct

  periodic experience audits

  and benchmarking exercises against luxury hospitality standards.

3. Leadership & Cross-Functional Team Management

• Lead, mentor, and oversee

  Front Office, Housekeeping, and Barista teams

  across the city.
• Foster a culture of

  professionalism, accountability, and guest-centric excellence.

• Drive

  process improvements

  and ensure operational efficiency through standardization and training.
• Coordinate with

  Engineering, Security, and Facilities Management

  to ensure seamless operations and maintenance of guest-facing spaces.
• Maintain the

  presentation, service quality, and ambience

  across all RMZ properties within the city.

4. Strategic Reporting & Experience Innovation

• Report directly to the

  Managing Director

  , providing key insights, updates, and recommendations.
• Deliver

  strategic inputs

  for client retention, experience enhancement, and differentiation in the premium workplace segment.
• Support the planning and execution of

  exclusive client engagement events

  and brand showcases.
• Track

  market and service trends

  to position RMZ as the benchmark for experiential real estate in India.

Key Performance Indicators (KPIs)

• Client satisfaction and retention scores.
• Service audit ratings and adherence to RMZ’s hospitality standards.
• Team engagement and consistency of delivery across locations.
• Efficiency in escalation management and resolution timelines.
• Leadership feedback from Managing Director and other key stakeholders.