Role: General Manager – Hospitality & Client Excellence

Location: New Delhi (On-site)

Experience: 8–12 years

We are hiring a General Manager to lead hospitality service excellence, stakeholder engagement, operational improvement, and client relationship management within a strategic institutional environment.

The ideal candidate will have experience in premium hospitality, preferably with a four-star or five-star hotel, and the ability to engage confidently with senior stakeholders. Responsibilities

Lead hospitality service excellence and operational improvement initiatives.

Bring best practices from premium hospitality into the client environment.

Develop and implement service standards, service-recovery frameworks, and experience-measurement processes.

Conduct service-quality audits, stakeholder-experience mapping, and operational reviews.

Build and maintain trusted relationships with senior client stakeholders and institutional leadership.

Conduct regular client briefings and present findings, recommendations, and progress updates.

Understand the client’s strategic priorities, organisational structure, and upcoming initiatives.

Identify service gaps, operational inefficiencies, and improvement opportunities.

Design performance frameworks to measure service quality, responsiveness, operational efficiency, and stakeholder satisfaction.

Ensure all client engagements meet quality, compliance, and protocol requirements.

Conduct regular quality reviews covering service standards, client feedback, team performance, and protocol adherence.

Resolve service-delivery issues before they escalate to senior client leadership.





Manage and mentor team members assigned to the engagement.

Build client-side capability through training in service excellence, performance management, and continuous improvement.

Support proposal and opportunity development with relevant operational and client insights.

Represent the organisation at senior client forums and institutional events.

Requirements

8–12 years of experience in premium hospitality, service transformation, hospitality operations, or client relationship management.

Experience in a four-star or five-star hotel is preferred.

Experience with leading premium hospitality brands or equivalent luxury service environments.

Experience engaging senior client stakeholders, institutional leaders, or Board-level stakeholders.

Track record of delivering service improvement and operational transformation in complex environments.

Robust understanding of service excellence, guest experience, and premium service delivery.

Ability to build institutional relationships through trust, consistency, and value delivery.

Strong executive presence and communication skills.

Ability to navigate stakeholder hierarchies and formal protocols with confidence and sensitivity.

Commercial awareness and an understanding of how service quality supports client growth.

Ability to manage teams and maintain high standards of delivery quality. Preferred

Government or public-sector experience.

Experience engaging government officials or institutional leadership.

Understanding of government protocols, procurement processes, hierarchies, and decision-making.

Government experience is preferred but not necessary.

📌 Hospitality & Client Excellence Lead (Kolkata)
🏢 Opvia.in
📍 Kolkata