Vice President - Hospitality

Role Objective:

• Provide strategic leadership and direction consistent with Lodha vision, mission and objectives.

• Inculcate the concept of “Lodha as Luxury” – in every aspect of our interactions with our customers and the physical product

• Work closely with the Brand and Management team to develop long-term and short-term strategies, cascade objectives, initiate programs, continually monitor operations, assess performance and develop necessary action plans to provide optimal services that drive customer delight.

• Build, maintain and develop a service culture - responsible for achieving optimal customer/resident satisfaction and quality service standards

• Drive Resident engagement through events and regular personal interactions

Key Responsibilities

• Quality

o Monitor and ensure high quality of services across sites, with respect to Security, Engineering, Housekeeping, etc.

o Ensure consistency across sites in terms of services and procedures

o Draw insights from periodical dashboards and take necessary actions

• Oversee the management of all areas of the property, including:

o F&B

o Spa

o Club facilities like Gym, Guest rooms etc.

o Concierge

o Valet

• Handover & Post Possession

o Key role to play in the society handover

o Design and stabilize process across sites

o Coordinate with Business CEO to ensure greater efficiency and productivity at sites

o Coordinate with sales team for sales galleries at respective sites and to upkeep and maintain them

• Segment level P&L

o Keep a check on the overall expense drivers across sites and take optimizing measures

o Coordinate with billing & commercials for budget issues

• Escalations

o Manage escalations from customers in case they find no resolution from the respective property heads

The Person:

• Minimum 15+ years of experience in luxury hospitality with the defined brands

• Ideally with progressive leadership experience as General Manager

• Keen understanding of how luxury brands are built (pre-opening experience is a must).

• High degree of ownership in ensuring the last mile delivery

• A keen understanding of arts and culture, culinary appreciation and global trends of luxury

• A keen understanding of the sensory and signature elements that make spaces come alive and create a comprehensive brand experience

• A proven record of leading with passion and delivering outstanding luxury service in a fast-paced environment

• Ability to work well in a multilevel team environment and motivate a team of associates

• Ability to lead by example: must possess strong interpersonal skills, excellent grooming ethic, a strong command over the English language, tact and diplomacy

• Experience in all phases of hospitality management, including sales and marketing, daily management of all areas of operations, food and beverage, budget management, facilities management (housekeeping, renovation and maintenance) and landscaping