Hospitality Lead- Guest Relations

Hospitality Lead Client Experience Center (CEC)

Position Title: Hospitality Lead

Department:

Type of Hire:

Role Summary

The Hospitality Lead is responsible for delivering an exceptional client experience by managing all hospitality and facility-related operations within the Client Experience Center (* CEC). This role ensures seamless coordination of services, adherence to safety and compliance standards, and operational excellence to support high-profile client visits.

The candidate must have hotel experience blends luxury service with business needs, focusing on managing premium guest experiences, operations (F&B, Caf, housekeeping), handling corporate client caf experiences, and ensuring seamless event execution, requiring strong leadership, hospitality acumen, and a proven track record in guest satisfaction and operational efficiency.

Key Responsibilities

• Guest & Client Relations:

  Cultivate strong relationships with corporate clients, partners, and VIP guests; professionally resolve complaints; ensure exceptional service delivery.

• Operations Management:

  Oversee daily cafe operations (caf front, CEC housekeeping, CEC F&B, CEC maintenance) to uphold high standards and brand consistency.

• Team Leadership:

  Recruit, train, motivate, and manage hospitality teams to deliver outstanding service and meet performance expectations.

• Policy & Compliance:

  Implement and enforce operational policies, Standard Operating Procedures (SOPs), and ensure adherence to health, safety, and regulatory compliance.

• Event Coordination:

  Collaborate with teams for seamless event planning and execution, from small meetings to large events.

• Sales & Marketing Support:

  Support CEC campaigns and analyse KPI’s to meet targets, leveraging hotel expertise.

Essential Skills & Qualifications

• Proven experience in hotel management, guest services, or luxury hospitality.
• Strong leadership, interpersonal, and communication skills.
• Familiarity with Site Management, people management and cost management.
• Excellent problem-solving and time-management abilities.
• Passion for delivering exceptional customer service and creating memorable guest experiences.

Core Competencies

• Customer Service Orientation
• Attention to Detail
• Problem-Solving and Decision-Making
• Leadership and Team Management
• Adaptability and Resilience