General Manager - Hospitality

Title General Manager_Hospitality

Department Facility Management

Band / Level

Reports to (direct) Vice President Facility Management.

I. Purpose

To oversee and enhance hospitality operations across all customer-facing and employee-facing facilities including Corporate Office, Head Office, Site Offices, Sales Galleries, Sales Lounges, Experience Centers, Show Flats, and Clubhouses. The role is responsible for delivering a premium customer experience, maintaining world-class ambience and service standards, managing hospitality budgets and vendors, and ensuring seamless support to business, sales, and leadership teams.

The person will be responsible for all the facilities of Sunteck Realty. Hence travelling for work will part of the job.

II. Key Responsibilities

Key Performance Areas (KPAs)

1. Drive hospitality excellence across all site offices, sales galleries, sales lobbies, show flats, clubhouses, and corporate offices.

2. Develop and implement hospitality standards, SOPs, and service protocols to ensure a consistent customer experience across locations.

3. Manage front office, guest relations, concierge, housekeeping, pantry, and hospitality support teams.

4. Ensure world-class upkeep, ambience, presentation, and readiness of sales offices, show flats, sample apartments, and customer touchpoints.

5. Lead hospitality vendor management including housekeeping, pantry, landscaping, facility support, and event agencies.

6. Plan and monitor hospitality budgets, operating expenses, and cost optimization initiatives.

7. Partner with Administration, Sales, Marketing, CRM, and Project Teams to deliver exceptional customer engagement experiences during site visits and events.

8. Oversee clubhouse operations and customer-facing amenities to ensure superior resident and guest satisfaction.

9. Conduct regular audits of hospitality standards, service quality, hygiene, and safety compliance across all locations.

10. Lead hospitality team development, manpower planning, performance management, and capability building.

III. Key Performance Indicators (KPI)

Quantitative

• Hospitality Budget Adherence (%)
• Vendor SLA Achievement (%)
• Customer Visit Experience Ratings
• Hospitality Audit Scores
• Site Readiness Compliance (%)
• Number of Customer Complaints
• Complaint Resolution TAT
• Cost Optimization Savings
• Employee Productivity Ratios
• Vendor Performance Scores

Qualitative

• Overall Customer Experience & Satisfaction
• Ambience and Presentation Standards
• CEO/Management Feedback
• Service Excellence Ratings
• Quality of VIP and Customer Engagement
• Clubhouse User Satisfaction
• Stakeholder Satisfaction (Sales/CRM/Projects)
• Team Engagement & Capability Development
• Innovation in Hospitality Practices

IV. Qualifications & Experience

Essential

• Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or related discipline.
• 15-18 years of experience in hospitality, administration, facilities, luxury customer service, or real estate hospitality management.
• Minimum 5 years in a leadership position managing multi-location hospitality operations.
• Experience in handling premium customer-facing environments.

Desired

• MBA / Post Graduate Degree in Hospitality Management or Business Management.
• Experience in luxury real estate developments, integrated townships, branded residences, or mixed-use projects.
• Certification in Hospitality Operations, Quality Management, or Customer Experience Management.

V. Knowledge & Skills

Technical / Functional

• Hospitality Operations Management
• Customer Experience Management
• Site Office & Sales Gallery Management
• Show Flat & Experience Centre Operations
• Clubhouse Operations Management
• Vendor & Contract Management
• Budgeting & Cost Control
• Facility & Housekeeping Management
• Event & VIP Visit Management
• Quality Audits & Service Standards
• Safety, Hygiene & Compliance Management

Leadership / Behavioral

• Customer-Centric Orientation
• Strategic Planning & Execution
• Team Leadership & Development
• Stakeholder Management
• Problem Solving & Decision Making
• Communication & Presentation Skills
• Attention to Detail
• Influencing & Negotiation Skills
• High Ownership & Accountability
• Excellence & Service Mindset

Interested should read the JD well, and then to share their CVs to [email removed]/ connect on whatsapp on [phone removed].