Job Summary:

We are seeking a dynamic and experienced Assistant General Manager Hospitality to oversee hospitality operations and customer experience initiatives within our real estate projects. The ideal candidate should possess a strong background in both hospitality and real estate, with proven leadership capabilities, operational excellence, and a customer-centric approach. The role requires managing hospitality services, enhancing guest experiences, driving operational efficiency, and ensuring the highest standards of service delivery.

Key Responsibilities:

- Lead and manage hospitality operations across residential, commercial, and mixed-use real estate developments.

- Ensure exceptional customer and guest experiences through high-quality service standards.

- Develop and implement hospitality strategies aligned with organizational objectives.

- Oversee clubhouse, community facilities, guest relations, and lifestyle management services.

- Manage daily hospitality operations, ensuring smooth functioning of all customer-facing services.

- Establish and maintain service quality standards and operational SOPs.

- Handle customer escalations and ensure timely resolution of service-related concerns.

- Coordinate with facility management, housekeeping, security, and maintenance teams.

- Drive customer engagement initiatives, events, and community-building programs.

- Monitor hospitality budgets, vendor performance, and operational costs.

- Ensure compliance with health, safety, and statutory regulations.

- Develop and maintain relationships with key stakeholders, residents, customers, and service partners.

- Analyze customer feedback and implement service improvement initiatives.

- Conduct regular audits to ensure adherence to service and operational standards.

- Lead recruitment, training, mentoring, and performance management of hospitality teams.

- Collaborate with sales, CRM, marketing, and operations teams to enhance customer satisfaction.

- Identify opportunities to improve operational efficiency and service delivery.

- Prepare MIS reports, operational dashboards, and management presentations.

- Support management in developing premium hospitality offerings and customer experience programs.

Required Skills & Competencies:

- Strong knowledge of hospitality operations and service excellence practices.

- Experience in hospitality management within real estate, residential communities, clubs, resorts, or luxury developments.

- Excellent communication and interpersonal skills.

- Strong leadership and team management abilities.

- Expertise in customer relationship management and guest engagement.

- Strong problem-solving and decision-making skills.

- Vendor management and contract negotiation capabilities.

- Budgeting, cost control, and financial management skills.

- Ability to handle customer grievances and service escalations effectively.

- Strong organizational and multitasking capabilities.

- Knowledge of facility management and community operations.

- Proficiency in MS Office, MIS reporting, and operational management systems.

- High level of professionalism, customer orientation, and attention to detail.

- Ability to drive process improvements and operational efficiencies.

- Strong stakeholder management and coordination skills.

Educational Qualification:

- Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or related field.

- MBA or Postgraduate qualification in Hospitality Management will be preferred.

Preferred Candidate Profile:

- Significant experience in hospitality operations with exposure to the real estate sector.

- Proven track record of managing large teams and premium customer experiences.

- Experience in luxury residential projects, townships, clubs, hotels, or mixed-use developments will be preferred.

- Strong stability in previous employment.

- Excellent people management and leadership skills