Date of Request17th August 2026Position TypeFull TimeJob TitleGeneral Manager Customer Experience & Hospitality Operations Reports ToVice President Customer Experience & HospitalityHiring ManagerSunil KumarDate Posted Hiring Manager Contact Details9899847349 Date/Month New Hire neededAug/Sept 2026Location of the employeeBengaluru DepartmentCustomer Experience & HospitalityHiring Requisition Form

PART - A

1. Key Responsibilities for the role

- Experience & Hospitality Operations Leadership Lead operational readiness and experience delivery across customer-facing locations from pre-opening planning and launch through post-launch stabilisation, ensuring every location consistently delivers defined Puravankara experience and hospitality standards.
- Site Readiness & Launch Excellence Lead end-to-end readiness of new launches and customer-facing locations, establishing clear milestones and ensuring the physical environment, operational requirements and customer touchpoints are ready from Day One.
- Integrated Readiness & Quality Standards Establish comprehensive readiness requirements covering customer experience, hospitality, facilities, brand presentation, technology, safety, accessibility, functionality, cleanliness and customer comfort, creating a consistent definition of readiness across projects.
- Readiness Assurance & Launch Certification Establish structured inspections, readiness reviews, snag closure, pre-opening assessments and final readiness sign-offs before customer-facing locations open.
- Cross-Functional Integration & Milestone Closure Bring together Technical, Design, Marketing, Sales, Facilities, IT, Procurement and other stakeholders around common readiness and launch milestones, identify dependencies early and drive decisions, solutions and timely closure.
- Operational Excellence & Consistency Establish disciplined operating practices across customer-facing locations and conduct structured post-launch reviews to ensure experience, hospitality, presentation, functionality and service readiness are consistently sustained.
- Customer Experience Assurance Evaluate project readiness through a customer lens and ensure physical, operational and hospitality environments support the intended customer journey and defined experience standards.
- Portfolio & Zone Leadership Lead the four zonal Operations Managers across the project portfolio, establish clear ownership and priorities, review performance and build a disciplined, accountable and solution-oriented field organisation.
- Risk, Escalation & Decision Management Identify readiness and operational risks early, assess customer and business impact, enable timely decision making and escalate critical dependencies to protect quality, experience, cost and launch commitments.
- Commercial & Cost Effectiveness Drive budget visibility, cost optimisation, value optimisation, resource effectiveness and standardisation while protecting defined experience, quality and operational standards.
- Vendor & Partner Performance Partner with Procurement, Facilities and functional owners to establish expected outcomes, monitor service and delivery performance and drive corrective action where partner performance impacts readiness or customer experience.




- Standardisation & Scalability Convert recurring requirements and successful solutions into standard specifications, products, checklists and repeatable operating models that improve consistency, speed, quality and cost effectiveness.
- Post-Launch Stabilisation & Learning Continue structured reviews following launch, identify early operational and experience gaps, drive stabilisation and capture learnings for future projects.
- Performance & Business Insights Build structured dashboards and measures covering readiness, critical risks, closure timelines, recurring issues, operational performance, cost implications and experience outcomes to enable proactive decisions.
- Continuous Improvement & Innovation Analyse recurring site and operational challenges, benchmark leading practices and introduce smarter solutions, tools and processes that improve readiness, quality, efficiency and customer experience.
- Functional Partnership & Accountability Partner with respective functional owners to achieve readiness and experience outcomes while maintaining transparent accountability for execution within each function.

1. Is this position a replacement? If yes, briefly explain the reason for the vacancy and why this position ought to be retained. Include any changes you plan for this position, if applicable.

This position is part of the approved Customer Experience & Hospitality organisation structure and will be filled against the available manpower within the approved FY2627 headcount. The role will lead Experience & Hospitality Operations across customer-facing projects, with responsibility for site readiness, launch preparedness, operational excellence, experience standards implementation and cross-functional closure. The position is critical to ensuring consistent customer experience and hospitality standards across projects, with no increase in the overall approved manpower.
1. Is this a new position, meaning it is not included in your current budget? If yes, please complete Part II of this form.
2. The Hiring Manager is to indicate whether the position should be posted internally or externally. If an external posting is recommended before internal options have been considered, please provide the rationale for this approach.

This role requires strong experience in multi-site operations, customer-facing site readiness, hospitality operations, launch preparedness and cross-functional execution. External hiring is recommended to bring relevant industry expertise, a strong customer and hospitality mindset, and proven operational practices that can support the organisations experience transformation across projects. Suitable internal candidates, if identified may also be considered through the selection process.

For Recruiters Use only

ApproverDate of ApprovalDepartment Head AVP HR CEO

DecisionApprovedNot ApprovedOn Hold

Specify Date

Part- B (Complete Part-A First)

Ordinarily,



new positions are not approved and require a thorough review by the management before the position can be posted.

If the request for a new position is a job that does not currently exist at PHL, the hiring manager must do the following, (1) complete Part- A and Part- B of this form (2) attach a and proposed organizational chart (3) attach other required documentation as requested in Part -B (4) obtain the necessary approvals in Part-A (5) return all materials to the Human Capital team.

1. Please outline why this new position is necessary.

This position is required as part of the approved Customer Experience & Hospitality structure to lead Experience & Hospitality Operations across customer-facing projects. The role will strengthen site readiness, launch preparedness, operational consistency and cross-functional closure, ensuring defined customer experience and hospitality standards are effectively delivered on the ground. The position will be accommodated within the approved FY2627 manpower.
1. If this position is being requested due to increased workload volumes in your department, attach documentation, which shows that your current staffing levels are not sufficient.

Not Applicable. The requirement is driven by the revised organisation structure and the need for dedicated leadership of Experience & Hospitality Operations across multiple projects, rather than workload volume alone.
1. If this position is being requested to provide new or enhanced service to PHL, attach documentation which outlines why these new or enhanced services will provide a critical service to the university community.

Yes. The role will strengthen the organisations ability to deliver consistent customer-facing readiness and hospitality standards across projects. It will bring greater focus to pre-launch readiness, experience assurance, cross-functional coordination and post-launch operational consistency.
1. If this position is approved, will any new equipment be required that is not currently included in PHLs capital budget or your department budget. If so, please list the type of equipment and its cost.

No additional capital equipment is currently anticipated for this position. Existing infrastructure and departmental resources will be utilised.
1. Are there alternative methods available to meet your service needs, which would not result in the need to hire additional staff?

Existing Facilities talent is proposed to be leveraged at the Manager level within the Experience & Hospitality Operations vertical, subject to suitability and alignment. However, the GM role requires broader leadership capability across multi-site operations, customer-facing readiness, hospitality, launches and cross-functional execution. Internal candidates may be considered, while external benchmarking is recommended to identify the best-fit leadership talent.
1. Attach any additional information you feel is important to review of this request

The role will work closely with Sales, Marketing, Design, Technical, Facilities, IT and other relevant functions to drive customer-facing readiness and operational excellence. The approved organisation structure and detailed may be referred to as supporting documents.

📌 General Manager Experience & Hospitality Operations (Bengaluru)
🏢 Puravankara
📍 Bengaluru