Guest Experience Lead City-Wide

2 weeks ago

Bengaluru Mumbai, India APS Project Management Llp Full time US$ 1,00,000 - US$ 2,00,000 per year

Job Title: Guest Experience Lead City-Wide

Locations:

  • M|X, Bangalore
  • BKC, Mumbai

Reports To: Managing Director RMZ Office

Role Overview

The Guest Experience Lead City-Wide will champion RMZs hospitality-driven service culture across all Signature Offices within a city. This role bridges luxury hospitality principles with corporate real estate excellence, ensuring every touchpoint — from client arrival to departure — mirrors the sophistication, warmth, and precision of a five-star experience.

She will act as both a city-level client relations leader and a guest experience curator, overseeing front-of-house operations, client relationship management, and service quality across RMZ's portfolio in the city.

Key Responsibilities

1. City-Wide Client Relations & Business Park Leadership

  • Serve as the direct and first point of contact for all client and tenant relations across the city-wide RMZ portfolio.
  • Build, nurture, and strengthen strategic relationships with CXO-level client representatives and key corporate occupiers.
  • Lead client engagement programs, including regular feedback sessions, performance reviews, and consultations, to ensure alignment with client expectations and RMZ's service philosophy.
  • Oversee client communications, escalations, and issue resolution across all parks and buildings with promptness, diplomacy, and tact.
  • Collaborate closely with Leasing, Facilities, Projects, Security, and Asset Management teams to deliver a cohesive, elevated client experience.
  • Represent RMZ as a brand ambassador in city-level client forums, hospitality events, and industry engagements

2. Guest Experience & Hospitality Excellence

  • Curate and manage the end-to-end guest and client journey across all Signature Offices in the city.
  • Maintain concierge-level hospitality standards in all client-facing spaces — receptions, meeting suites, lounges, and event areas.
  • Ensure visual, experiential, and operational consistency across all RMZ Signature Offices.
  • Partner with central Guest Experience team to uphold RMZ's service protocols, brand standards, and hospitality playbook.
  • Conduct periodic experience audits and benchmarking exercises against luxury hospitality standards.

3. Leadership & Cross-Functional Team Management

  • Lead, mentor, and oversee Front Office, Housekeeping, and Barista teams across the city.
  • Foster a culture of professionalism, accountability, and guest-centric excellence.
  • Drive process improvements and ensure operational efficiency through standardization and training.
  • Coordinate with Engineering, Security, and Facilities Management to ensure seamless operations and maintenance of guest-facing spaces.
  • Maintain the presentation, service quality, and ambience across all RMZ properties within the city.

4. Strategic Reporting & Experience Innovation

  • Report directly to the Managing Director, providing key insights, updates, and recommendations.
  • Deliver strategic inputs for client retention, experience enhancement, and differentiation in the premium workplace segment.
  • Support the planning and execution of exclusive client engagement events and brand showcases.
  • Track market and service trends to position RMZ as the benchmark for experiential real estate in India.

Key Performance Indicators (KPIs)

  • Client satisfaction and retention scores.
  • Service audit ratings and adherence to RMZ's hospitality standards.
  • Team engagement and consistency of delivery across locations.
  • Efficiency in escalation management and resolution timelines.
  • Leadership feedback from Managing Director and other key stakeholders.

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