Senior Vice President - Guest Experience and Services Excellence

Role Summary

building management

luxury hospitality

humanized, emotionally resonant, and impeccably orchestrated environments

Key Responsibilities

1. Experience Strategy & Framework Ownership

• Develop, refine, and institutionalize RMZ’s new

  Service Excellence Framework

  across all assets.
• Translate the brand vision into tangible guest experience principles, service rituals, SOPs, and touchpoint standards.
• Create a unified RMZ Experience Playbook covering arrival, service, interaction, and engagement design.

2. Transformation of Office Assets into Experience-First Environments

• Lead the shift from operational maintenance to

  curated, elevated experiences

  .
• Reimagine arrival, lobby, concierge, security, and front-of-house ecosystems to feel premium, intuitive, and human-centered.
• Partner with Design, Operations, Community, and RMZ OS teams to embed experience touchpoints into physical spaces and digital platforms.

3. Guest Operations Leadership

• Establish luxury-grade service delivery models across all RMZ properties.
• Build central and on-ground teams for arrival experience, concierge, events, hospitality, and tenant engagement.
• Introduce signature RMZ service moments, guest journey maps, and interaction protocols.

4. Service Quality, Governance & Standardization

• Define service KPIs, quality metrics, and audit mechanisms to ensure consistency across locations.
• Implement continuous improvement frameworks driven by data, guest feedback, and operational insights.
• Lead structured reviews, site assessments, and guest experience benchmarking with global standards.

5. Cross-Functional Collaboration & Leadership Influence

• Partner with Joseph and the leadership team to cascade the experience strategy across business units.
• Work with Projects, Engineering, Security, Community, and HR to embed service-first thinking into hiring, training, and daily operations.
• Influence day-to-day decision-making to ensure experience quality is at the forefront.

6. Team Building & Capability Development

• Build a high-performing Guest Experience leadership team across India.
• Design training frameworks, service academies, and certification programs modeled on luxury hospitality standards.
• Improve service culture—from frontline to management—through coaching, rituals, and internal ambassadors.

Key Requirements

• 15–25 years of experience in

  luxury hospitality

  ,

  guest experience

  ,

  premium service operations

  , or

  brand-driven service environments

  (hotels, premium retail, luxury airlines, membership clubs, lifestyle brands).
• Proven experience designing and leading

  large-scale service transformation

  across multi-location environments.
• Deep understanding of:
• High-touch guest interactions
• Luxury service psychology
• Hospitality-grade service protocols
• Experience design and service choreography
• Strong leadership presence, high emotional intelligence, and ability to mobilize diverse teams.
• Ability to blend operational discipline with creative experience design.