EY - Hospitality Lead - Client Experience Center

Hospitality Lead Client Experience Center (CEC)

Position Title : Hospitality Lead

Department : Client Experience Center (CEC)

Location : Bangalore

Reporting To : CEC Lead

Rank : Assistant Manager

Type of Hire : External

Role Summary:

- The Hospitality Lead is responsible for delivering an exceptional client experience by managing all hospitality and facility-related operations within the Client Experience Center (CEC). This role ensures seamless coordination of services, adherence to safety and compliance standards, and operational excellence to support high-profile client visits.

- The candidate must have hotel experience blends luxury service with business needs, focusing on managing premium guest experiences, operations (F&B, Caf, housekeeping), handling corporate client Cafe experiences, and ensuring seamless event execution, requiring strong leadership, hospitality acumen, and a proven track record in guest satisfaction and operational efficiency.

Key Responsibilities:

- Guest & Client Relations: Cultivate strong relationships with corporate clients, partners, and VIP guests; professionally resolve complaints; ensure exceptional service delivery.

- Operations Management: Oversee daily Cafee operations (Cafe front, CEC housekeeping, CEC F&B, CEC maintenance) to uphold high standards and brand consistency.

- Team Leadership: Recruit, train, motivate, and manage hospitality teams to deliver outstanding service and meet performance expectations.

- Policy & Compliance: Implement and enforce operational policies, Standard Operating Procedures (SOPs), and ensure adherence to health, safety, and regulatory compliance.

- Event Coordination: Collaborate with teams for seamless event planning and execution, from small meetings to large events.

- Sales & Marketing Support: Support CEC campaigns and analyse KPI's to meet targets, leveraging hotel expertise.

Essential Skills & Qualifications:

- Proven experience in hotel management, guest services, or luxury hospitality.

- Strong leadership, interpersonal, and communication skills.

- Familiarity with Site Management, people management and cost management.

- Excellent problem-solving and time-management abilities.

- Passion for delivering exceptional customer service and creating memorable guest experiences.

Core Competencies:

- Customer Service Orientation

- Attention to Detail

- Problem-Solving and Decision-Making

- Leadership and Team Management

- Adaptability and Resilience