ALYF - General Manager - Hospitality

ALYF is India's first technology-enabled, asset light marketplace that makes second home ownership accessible, affordable and enjoyable for everyone. ALYF's vision is to enrich lives by democratizing second home ownership, making it enjoyable and making it accessible for all. Our innovative co-ownership model is a unique combination of owning an aspirational, fully managed second home along with the benefit of financial upside from real estate investment.

Founded by Business Head of India's first PropTech Unicorn, ALYF has secured $1.5 million in seed round from marquee investors, industry leaders and unicorn founders which will help build a base for the business to scale it to new heights.

Key Responsibilities:

- Oversee the hospitality operations function of ALYF managed properties

- Ensure full compliance to property operating controls, SOP's, policies, procedures and service standards

- Monitor all guest satisfaction process, and ensure high performance for guest satisfaction scores

- Track & monitor guest relations initiatives & provide guidance & course corrections to ensure high effectiveness of guest relation programs & initiatives

- Own all guest relation processes, ensure seamless integration of guest interactions and information flow across all guest touch points

- Analyse guest satisfaction levels & define guest specific plans to ensure delight to all current & prospective guests

- Conduct regular analysis to identify gaps in process quality which impact guest satisfaction

- Monitor the implementation & effectiveness of planned guest specific initiatives

- Champion the cause of guest delight by proactively planning guest relationship skill development initiatives for the team

- Handling complaints and oversee the service recovery procedures. Create an operating environment that assures consistent guest satisfaction

- Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints. Own NPS and other VoC feedback/metrics

- Recognise the guest's circumstance and offer the best remedy. Ensure that all guests have a positive experience at the properties

- Knowledgeable of guest service inclusive of reservations, ground transportation, information on local attractions and activities, and other information that provides valuable service to the guests

- Improve guest service experience, create engaged guests and facilitate organic growth

- Enabling the service team to provide an excellent, customer-centric experience by holding the team accountable and removing roadblocks

- Monitor the performance of the properties through verification and analysis of guest satisfaction systems and financial reports

- Ensure all decisions are made in the best interest of the properties and management

- Deliver property budget goals and set other strategic goals for the properties. Develop improvement actions, carry out costs savings

- A strong understanding of P&L statements and the ability to react with impactful strategies

- Ensure that monthly financial outlooks for Rooms, Ancillary Services, Admin & General, on target and accurate

- Maximizing room yield and property revenue through innovative sales practices and yield management programs

- Understand the government regulations affecting property operations, ensuring properties are operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority

- Take part in new client acquisition along with the sales team whenever required

- Maintain an appropriate level of community public affairs involvement

Requirement and skills:

- Degree in Hotel Management or a related field with experience in a leadership role and managed the P&L for 8 to 10 years

- A seasoned and highly intelligent hotel professional with outstanding management skills and extensive hands-on experience in working and driving cross functional teams

- Should have worked in fast paced organizations

- Strong problem-solving skills and the ability to make quick decisions

- A customer-centric mindset