Senior Service Excellence Director

2 days ago

Pune, Maharashtra, India beBeeHospitality Full time ₹ 17,44,400 - ₹ 21,46,600

Position Overview

We are seeking an experienced Hospitality Manager to oversee the delivery of exceptional guest experiences across our properties.

About the Role

  • Key Responsibilities:
    • Develop and implement hospitality standards, ensuring a seamless experience for guests and residents alike.
    • Cultivate a culture of excellence among on-site teams, promoting top-tier service quality and efficiency.
    • Organize community engagement activities, fostering a vibrant living environment that enhances resident satisfaction.
  • Standard Operating Procedures (SOPs):
    • Create and enforce SOPs for front desk operations, move-in/move-out processes, visitor management, and service requests.
    • Conduct regular audits and training sessions to ensure compliance across all sites.
  • Vendor & Facility Coordination:
    • Collaborate with vendors providing hospitality services, including valet, concierge, café, housekeeping, and laundry.
    • Work closely with the facility management team for seamless coordination of soft services.
  • Training & Grooming:
    • Provide site staff training in hospitality etiquette, grooming, soft skills, and communication.
    • Conduct periodic refreshers and workshops on customer-centric behavior.
  • Multisite Oversight & Audits:
    • Regularly visit each site to monitor hospitality standards.
    • Conduct site-wise audits to evaluate service quality, staff conduct, and feedback implementation.
  • Complaint & Feedback Management:
    • Establish a streamlined feedback collection mechanism through surveys, apps, and helpdesk.
    • Prioritize and personally handle escalated complaints or grievances to ensure client satisfaction.
  • Branding & Aesthetics:
    • Maintain consistent visual aesthetics and branding in common areas—lobbies, reception, lounges, guest suites, etc.
    • Ensure branding aligns with our company's image of luxury/premium/service excellence.

About You

You will have:

  • Minimum 7 to 10 years of experience in hospitality management.
  • A graduate degree in hospitality management or a related field.

What We Offer

We provide a competitive compensation package, opportunities for professional growth, and a dynamic work environment that fosters innovation and teamwork.

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