Head - Luxury Guest Experience - Premium Hotel

Job Title: Head - Luxury Guest Experience

Location: Bangalore (Base Location)

Experience: 8-12 years

Industry: Hospitality / Luxury Retail

Reporting To: Retail Head / CEO

About the Brand:

We are an upcoming luxury jewellery brand committed to delivering exceptional experiences to our discerning clientele. Our focus is on creating memorable, personalized interactions that reflect our brand's elegance and attention to detail.

Role Overview:

We are seeking a Head - Luxury Guest Experience with a strong hospitality background to lead and elevate the guest experience across our retail stores. The ideal candidate will leverage their experience in premium hotel chains to provide world-class guest interactions, profile guests, and ensure exceptional service at all touchpoints.

Key Responsibilities:

- Lead and deliver personalized, high-end guest experiences across retail stores.

- Profile and understand guests to tailor interactions and enhance their journey with the brand.

- Sit in retail stores for 7 days per store to observe, interact, and drive guest experience initiatives.

- Act as the first point of contact for premium guests, ensuring all queries and requests are handled seamlessly.

- Collaborate with the retail and brand teams to continuously improve service standards.

- Bring hospitality best practices into the retail environment, ensuring a luxury experience consistent with brand values.

Required Qualifications & Skills:

- 8-12 years of experience in hospitality, preferably in premium or luxury hotel chains.

- Strong guest-facing experience, with the ability to engage high-net-worth clientele.

- Proven expertise in guest profiling and using insights to create impactful experiences.

- Excellent communication and interpersonal skills.

- Ability to adapt hospitality practices to a luxury retail environment.

- Comfortable rotating across multiple stores as part of the role.

Why Join Us?

- Opportunity to shape and lead guest experience at a national scale in a prestigious luxury jewellery brand.

- Direct exposure to the Retail Head and CEO, with involvement in strategic decision-making.

- Work in a culture that values innovation, excellence, and guest delight.