Hospitality Manager

5 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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