Hospitality Manager

Designation - Hospitality Manager

Experience Required

Qualification

Responsibilities -

1.Guest Experience & Resident Engagement

• Ensure top-tier

  guest/resident experience

  at all properties—like concierge services, clubhouse operations, visitor handling, and complaint redressal.
• Build a

  hospitality culture

  among on-site teams (security, front desk, maintenance, etc.).
• Organize

  community engagement activities

  , cultural events, and festive celebrations to build a vibrant living experience.

2. Standard Operating Procedures (SOPs)

• Create and implement

  hospitality SOPs

  for services like:
• Front desk operations
• Move-in/move-out process
• Visitor management
• Service requests
• Ensure SOP compliance across all sites through audits and training.

3. Vendor & Facility Coordination

• Coordinate with vendors providing hospitality services: valet, concierge, café, housekeeping (common areas), laundry, etc.
• Work closely with the

  Facility Management (FM) team

  for seamless coordination of soft services.

4. Training & Grooming

• Train site staff (front office, housekeeping, security) in

  hospitality etiquette

  , grooming, soft skills, and communication.
• Conduct periodic refreshers and workshops on

  customer-centric behavior

  .

5. Multi-site Oversight & Audits

• Visit each site regularly to monitor hospitality standards.
• Conduct

  site-wise audits

  to evaluate service quality, staff conduct, and feedback implementation.
• Maintain a

  hospitality performance dashboard

  across projects.

6. Complaint & Feedback Management

• Set up a streamlined

  feedback collection

  mechanism (surveys, apps, helpdesk).
• Personally handle escalated complaints or grievances to ensure client satisfaction.

7. Branding & Aesthetics

• Maintain consistent

  visual aesthetics

  and branding in common areas—lobbies, reception, lounges, guest suites, etc.
• Ensure branding aligns with the real estate company’s image of luxury/premium/service excellence.