Hospitality Manager

2 days ago

Pune, Maharashtra, India Naiknavare Developers Pvt. Ltd. Full time

Designation - Hospitality Manager

Experience Required - Minimum 7 to 10 yrs in Hospitality Management

Qualification - Any Graduate (Preferably in Hospitality management)

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.

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