Century Real Estate
Website:
centuryrealestate.in
Job details:
We are looking for a senior hospitality professional to lead the overall experience of our corporate office and create a premium, highly service-oriented workplace environment. The role will be responsible for making the office feel like a luxury hotel or private members’ club, with service standards inspired by brands like The Ritz-Carlton, Four Seasons, Oberoi, Taj, or Mandarin Oriental.
The person will own the end-to-end office experience for employees, leadership, clients, visitors, and VIP guests, ensuring that every interaction, touchpoint, and facility reflects warmth, elegance, efficiency, and attention to detail.
Key Responsibilities
1. Premium Office Experience Management
- Design and implement a luxury hospitality experience across the corporate office.
- Ensure a welcoming, polished, and seamless experience for employees, clients, visitors, board members, and senior leadership.
- Create service standards for reception, guest handling, meeting rooms, executive floors, lounges, cafeteria, pantry, housekeeping, and common areas.
- Build a culture of anticipatory service where team members understand needs before they are expressed.
2. Front Office & Guest Relations
- Oversee reception, concierge, lobby, visitor management, and VIP guest handling.
- Ensure all guests are welcomed, guided, and hosted with premium service etiquette.
- Create protocols for CEO/MD visitors, board members, investors, partners, and high-profile clients.
- Manage visitor experience from arrival to departure, including security coordination, refreshments, meeting room readiness, and escorting.
3. Workplace Hospitality Standards
- Define and maintain service SOPs similar to luxury hotel standards.
- Set grooming, communication, body language, service recovery, and etiquette standards for all office service teams.
- Conduct regular audits of office ambience, cleanliness, fragrance, lighting, temperature, music, floral arrangements, seating, and overall presentation.
- Ensure meeting rooms, washrooms, executive areas, cafeteria, pantries, and breakout spaces are always guest-ready.
4. Facilities & Soft Services Oversight
- Manage housekeeping, pantry, cafeteria, reception, concierge, mailroom, vendor staff, and other office support services.
- Work closely with facilities, admin, security, IT, and HR teams to deliver a seamless workplace experience.
- Monitor service delivery by outsourced partners and vendors.
- Ensure high standards of hygiene, safety, maintenance, and operational discipline.
5. Executive & Leadership Support
- Provide white-glove support for senior leadership, board meetings, town halls, leadership visits, and client meetings.
- Ensure executive areas are maintained at luxury hospitality standards.
- Coordinate special arrangements for leadership guests, events, travel-linked office visits, and confidential meetings.
6. Events, Meetings & Client Experience
- Oversee planning and execution of internal events, client meetings, leadership offsites, celebrations, and VIP visits hosted at the office.
- Ensure food and beverage, seating, décor, AV readiness, guest flow, and service staffing are handled professionally.
- Build premium meeting room service standards, including pre-meeting checks, refreshments, stationery, name cards, floral arrangements, and post-meeting reset.
7. Team Leadership & Training
- Lead and train receptionists, guest relations executives, housekeeping supervisors, pantry teams, concierge staff, and vendor teams.
- Build a hospitality mindset across all office-facing service teams.
- Conduct regular training on service excellence, grooming, guest handling, complaint management, and premium etiquette.
- Create measurable service quality parameters and performance scorecards.
8. Vendor & Partner Management
- Manage relationships with housekeeping, catering, cafeteria, floral, décor, fragrance, pest control, maintenance, and other service partners.
- Negotiate and monitor service-level agreements.
- Ensure vendors deliver consistently premium standards.
- Identify opportunities to upgrade service quality, materials, amenities, and office presentation.
9. Continuous Improvement
- Regularly benchmark office experience against luxury hotels, premium corporate offices, business clubs, and airport lounges.
- Introduce new ideas to elevate employee and visitor experience.
- Capture feedback from employees, leaders, and guests, and convert it into service improvements.
- Drive a culture of detail orientation, ownership, and continuous refinement.
Desired Candidate Profile
Experience
- 12–20 years of experience in luxury hospitality, premium hotels, serviced residences, private clubs, luxury retail, or high-end corporate workplace management.
- Strong preference for candidates from luxury hotel brands such as Ritz-Carlton, Four Seasons, Oberoi, Taj, ITC Luxury Collection, Marriott Luxury, Hyatt, Mandarin Oriental, St. Regis, or similar.
- Experience in front office, rooms division, guest relations, F&B service, housekeeping, concierge, or hotel operations is highly relevant.
- Prior experience managing VIP guests, HNI clients, CXO-level stakeholders, or premium corporate offices will be an advantage.
Skills & Competencies
- Strong luxury service orientation and eye for detail.
- Excellent grooming, communication, and interpersonal skills.
- Ability to create SOPs, service rituals, and training modules.
- High ownership mindset with hands-on operational capability.
- Strong vendor management and people management skills.
- Ability to work with senior leadership and high-profile guests.
- Calm, polished, solution-oriented personality.
- Strong understanding of ambience, aesthetics, hygiene, presentation, and service excellence.
Educational Qualification
- Graduate degree in Hospitality Management, Hotel Management, Business Administration, or related field.
- Degree or diploma from a reputed hotel management institute preferred.
- Additional certifications in luxury service, facilities management, or workplace experience will be an advantage.
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