Responsible for delivering an exceptional hospitality experience to customers, visitors and residents across real estate projects. The role involves managing customer interactions, ensuring professional front-office services, coordinating customer requirements and maintaining high standards of hospitality and service excellence.

Key Responsibilities (KRAs)

1. Customer Experience Management

- Ensure a smooth and welcoming experience for customers visiting the sales office, experience centres and project sites.
- Understand customer requirements and provide prompt assistance.
- Handle customer queries, feedback and complaints professionally.
- Ensure timely resolution of customer concerns through coordination with relevant departments.
- Maintain high standards of customer satisfaction and service quality.

2. Hospitality & Guest Management

- Manage customer visits, appointments and VIP guest interactions.
- Ensure proper reception, greeting and escorting of customers and visitors.
- Oversee hospitality arrangements, including refreshments, seating and meeting facilities.
- Ensure professional presentation and upkeep of customer-facing areas.
- Maintain service standards aligned with premium hospitality practices.

3. Customer Coordination

- Coordinate with Sales, CRM, Marketing, Security and Project teams for customer requirements.
- Ensure seamless coordination during customer visits, site tours, property walkthroughs and events.
- Assist customers with project-related information and direct them to the appropriate departments.
- Maintain follow-up records and ensure timely communication.

4. Service Quality & Process Management





- Establish and maintain hospitality and customer service standards.
- Conduct regular checks of reception areas, lounges, experience centres and customer facilities.
- Monitor service quality and identify areas for improvement.
- Ensure adherence to company SOPs and service protocols.

5. Feedback & Reporting

- Collect customer feedback and monitor satisfaction levels.
- Maintain visitor records, customer interaction logs and feedback reports.
- Identify recurring customer concerns and recommend corrective actions.
- Prepare periodic MIS reports on customer visits, feedback and service performance.

Educational Qualification

- Graduate in Hospitality Management, Hotel Management, Travel & Tourism or any relevant field.
- Diploma / Degree in Hotel Management will be preferred.

Experience

- 3–6 years of experience in Hospitality, Customer Experience, Front Office or Guest Relations.
- Experience in luxury hotels, premium residential projects, real estate developers or high-end customer-facing environments preferred.

Required Skills

- Excellent verbal and written communication skills.
- Strong customer service and guest relationship management.
- Professional grooming and etiquette.
- Customer complaint handling and problem-solving.
- Coordination and multitasking abilities.
- Knowledge of MS Office and customer management systems.

Key Competencies

- Customer-centric approach.
- Professional hospitality standards.
- Relationship management.
- Service excellence.
- Attention to detail.
- Solid interpersonal and coordination skills.

Pay: ₹30,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Customer Experience Specialist (Mumbai)
🏢 Ajmera Group
📍 Mumbai