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Hospitality Manager

2 weeks ago

Pune, Maharashtra, India Naiknavare Developers Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Role & 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, caf, 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 areaslobbies, reception, lounges, guest suites, etc.
  • Ensure branding aligns with the real estate company's image of luxury/premium/service excellence.
  • Recommend and support deployment of smart hospitality solutions (digital kiosks, visitor QR codes, etc.).

Preferred candidate profile

Good Knowledge of ERP

Strong data vsiualisation and analytical skills

Excellent communication and coordination abilities