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 ⸻ 🏛️ 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. ⸻ 🎯 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. ⸻ 👤 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
