Guest Experience Manager

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Location:

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Position Overview

The Manager - Operations & Sales ensures the smooth running of TBQ’s daily operations while also supporting business development and client renewals. This is an operations-first role: managing facilities, guest services, and member experience to the highest standards. Alongside this, the role contributes to occupancy and revenue growth through relationship management, renewals, and targeted sales support. The ideal candidate is proactive, detail-oriented, and able to balance service excellence with commercial outcomes.

Key Responsibilities

Operations Management

• Oversee daily floor operations across TBQ, ensuring seamless service delivery for clients, members, and guests.
• Conduct regular readiness checks across office units, meeting rooms, restrooms, cafeteria, and wellness areas.
• Supervise front desk and facilities teams to maintain consistency in service and hospitality standards.
• Manage meeting room reservations, billing accuracy, courier handling, and call management.
• Maintain daily operational reports: client feedback logs, F&B and meeting room revenue sheets, inventory records, and renewal trackers.
• Coordinate payment collections for rentals, meeting rooms, and F&B services.
• Promote and support TBQ and Q Club events, ensuring member engagement.

Client & Guest Relations

• Greet, host, and support members and guests, ensuring warm welcomes and smooth departures.
• Manage client move-ins and transitions with professionalism and attention to detail.
• Build rapport with clients, addressing concerns promptly and discreetly.
• Keep member profiles updated to deliver personalized experiences.

Renewals & Retention

• Initiate renewal discussions with clients three months before contract expiry.
• Present competitive terms and added benefits to encourage retention.
• Identify opportunities for office expansion or additional seating during renewal conversations.
• Finalize agreements with the required approvals and coordinate documentation.

Sales Support & Business Development

• Contribute to occupancy and revenue growth targets by identifying new client opportunities.
• Support the sales cycle including tours, presentations, proposals, and onboarding.
• Present TBQ’s offerings - private cabins, suites, meeting rooms, F&B, and wellness amenities - in a client-focused way.
• Build relationships within Mumbai’s corporate and entrepreneurial ecosystem to generate leads.

Skills & Qualifications

• 5 - 8 years of experience in operations, hospitality, or guest services; exposure to sales or business development is an advantage.
• Strong client relationship management and stakeholder-handling skills.
• Excellent organizational abilities and attention to detail.
• Clear communication, presentation, and interpersonal skills.
• Proficiency with CRM tools, reporting, and data-driven forecasting.
• Proven ability to perform under pressure and maintain service excellence in fast-paced environments.