Hospitality Manager - Luxury Sales Gallery Operations

Crest Property Solutions; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

The Hospitality Manager at Crest Property Solutions will lead end-to-end hospitality operations across Mumbai's premium luxury real estate sales galleries, delivering five-star guest experiences for HNI, UHNI, NRI visitors.

You will oversee Front Office, Concierge, Food & Beverage, housekeeping, events, and vendor management while mentoring a high-performing team to uphold brand standards and discreet, personalized service.

Qualifications

• Bachelor's Degree in Hotel Management or equivalent required.
• Proven experience in luxury hospitality or premium client-facing environments.
• Strong leadership, communication, and vendor management skills.

Responsibilities

• Lead end-to-end hospitality operations across premium galleries.
• Oversee Front Office, Reception, Guest Relations, Concierge, and F&B services.
• Mentor and manage a high-performing team and ensure service excellence.
• Maintain luxury standards, grooming, and ambience across all touchpoints.
• Coordinate with vendors and technical teams to ensure flawless events.

Skills

Guest Experience Leadership

VIP Management

Budget & Inventory Control

Team Leadership

Vendor Management

Education

Bachelor's Degree in Hotel Management

Master's Degree in Hospitality Management

Tools

MS Office

PMS Software

Job description

Job Title: Hospitality Manager - Luxury Sales Gallery Operations

Location: Mumbai (Multiple Premium Sales Gallery Locations)

Department: Hospitality & Guest Experience

Job Purpose

The Hospitality Manager is responsible for leading end-to-end hospitality operations across premium luxury real estate sales galleries. This role ensures the delivery of exceptional, personalized guest experiences that mirror internationally recognized five-star luxury hotel standards. By overseeing guest-facing operations, team leadership, service excellence, vendor management, and operational efficiency, the Hospitality Manager elevates the customer journey, strengthens brand image, and creates memorable experiences for HNI, UHNI, NRI, celebrity, and VIP visitors.

Key Responsibilities and Accountabilities

Guest Experience Leadership

• Design and deliver an exceptional guest journey from arrival to departure.
• Ensure every visitor receives personalized, warm, and professional service aligned with luxury hospitality standards.
• Develop memorable experiences for HNI, UHNI, NRI investors, celebrities, and VIP guests.
• Personally oversee all VIP visits and high-profile customer engagements.
• Resolve guest concerns promptly with professionalism and discretion.
• Monitor guest feedback and implement continuous service improvement initiatives.

Hospitality Operations Management

• Provide strategic leadership for all hospitality functions including Front Office, Reception, Guest Relations, Concierge, Butler Services, Pantry & Refreshment Operations, Food & Beverage, Housekeeping, Lounge Management, Meeting Rooms, Boardrooms, and Event Hospitality.
• Maintain impeccable presentation and luxury hotel standards across all areas.

Team Leadership & Development

• Lead, inspire, and develop a high-performing team of Guest Relations Executives, Reception Associates, Concierge Associates, Butler Team, Pantry Associates, Housekeeping Supervisors, Housekeeping Associates, and support staff.
• Handle recruitment, onboarding, performance management, training, grooming & etiquette coaching, shift planning, employee engagement, and succession planning.
• Foster a culture of service excellence, accountability, and continuous improvement.

Luxury Service Excellence

• Maintain uncompromising standards in Guest Welcome, Service Etiquette, Grooming, Uniforms, Floral D cor, Ambient Music, Fragrance Management, Food & Beverage Presentation, Lounge Ambience, Washroom Excellence, and Public Area Cleanliness.
• Conduct regular service audits and coaching sessions to ensure consistency.

Food & Beverage Management

• Oversee premium pantry and refreshment operations with focus on presentation, inventory management, product quality, food safety, vendor coordination, cost control, and wastage minimization.

Vendor & Service Partner Management

• Manage vendors for Housekeeping, Security, Pest Control, HVAC, Landscaping, Floral Services, Coffee Machines, Water Purification, Consumables, and Waste Management.
• Monitor performance through SLAs, periodic reviews, and quality audits.

Facility Coordination

• Collaborate with technical teams to ensure uninterrupted operations of HVAC, Electrical, Plumbing, Carpentry, Lighting, and Preventive Maintenance systems.
• Maintain full operational readiness of the sales gallery at all times.
• Maintain AMC and Service Records and follow-up timely services
• Facilitate breakdown recovery by handymen services or authroised vendor partners

Financial & Inventory Management

• Manage operational budgets, hospitality costs, inventory planning, stock audits, asset tracking, consumption analysis, vendor billing, and cost optimization.

Quality Assurance & Compliance

• Ensure adherence to SOPs, Brand Standards, Safety & Hygiene protocols, and Operational Checklists.
• Conduct audits and implement corrective actions.

Reporting & Management Information

• Prepare Daily Operations Reports, Weekly Dashboards, Guest Feedback Analysis, Incident Reports, Vendor Reviews, Budget Reports, and Monthly Hospitality Scorecards.
• Provide data-driven recommendations for improvement.

Educational Qualifications

Bachelor s Degree in Hotel Management, Hospitality Management, Business Administration, or Tourism Management. Master s Degree or PG in Hospitality Management is preferred.

Experience

7-12 years of progressive experience in luxury hospitality with a minimum 3 years in a managerial/leadership role. Experience in luxury hotels (Taj, Oberoi, Four Seasons preferred).

Key Competencies

• Luxury Guest Experience & VIP Management - Front Office, Concierge & Butler Services
• Housekeeping & Food & Beverage Operations
• Team Leadership & People Development
• Vendor & Contract Management
• Budget & Inventory Control
• Quality Assurance & Service Audits
• Excellent Communication & Presentation Skills
• Microsoft Office Suite

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT/NPS)
• Audit Scores
• Vendor SLA Compliance
• Team Productivity & Retention
• Budget Adherence

Typical Daily Tasks

• Oversee daily guest arrival, welcome experience, and personalized service delivery.
• Conduct team briefings and assign shifts.
• Monitor lounge, pantry, housekeeping, and public area standards.
• Personally supervise VIP visits and high-profile engagements.
• Review guest feedback and resolve concerns on the same day.
• Coordinate with vendors and technical teams for facility readiness.
• Perform service audits and grooming checks.
• Update operational reports and dashboards.
• Ensure inventory levels and presentation standards are maintained.
• Prepare Daily/Weekly/ Monthly reports and conduct operations review

Self-Image Required

The Hospitality Manager must project a sophisticated, polished, and executive presence that embodies luxury hospitality. This includes impeccable grooming, professional attire, warm yet dignified demeanor, and a natural ability to make every guest feel valued. The individual should reflect the organization s commitment to excellence, discretion, and personalized service at all times.

Traits

The ideal candidate should exhibit the following traits:

• Executive Presence & Impeccable Grooming
• Exceptional Emotional Intelligence and Empathy
• Strong Leadership and Coaching Ability
• Meticulous Attention to Detail
• Proactive and Solution-Oriented Mindset
• High Professional Integrity and Discretion
• Ability to Perform Calmly Under Pressure
• Passion for Delivering Memorable Luxury Experiences
• Collaborative and Stakeholder Management Skills