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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 workplace.
- 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.
- Strong 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 Metropolitan Area)
🏢 Opvia.in
📍 Kolkata Metropolitan Area