Head of Operations and Quality management

Head of Operations and Quality Management

Location: Hyderabad, India 

Job Summary:

The Head of Operations and Quality Management will champion exceptional customer service, delivering unforgettable experiences to high-net-worth clients while ensuring operational excellence and quality standards. This role requires a visionary leader who understands the nuances of personalized service, luxury hospitality management, and quality assurance.

Key Responsibilities:

Customer Service Excellence:

  - Lead initiatives to set industry benchmarks for client satisfaction and guest experiences. 

  - Develop and implement personalized service protocols tailored to high-net-worth clientele. 

  - Actively engage clients to understand their preferences and create customized solutions.

2. Operational Leadership:

  - Integrate a customer-first approach into all operational strategies and processes. 

  - Ensure seamless coordination among departments to enhance client satisfaction. 

  - Monitor service delivery to exceed expectations consistently. 

3. Quality Management:

  - Create and enforce quality standards that prioritize customer delight. 

  - Conduct regular audits, with a focus on feedback from clients, to drive improvements. 

  - Innovate to elevate customer experience in alignment with luxury hospitality trends. 

4. Team Development:

  - Train staff to deliver personalized, high-touch service to clients. 

  - Foster a culture of empathy, attentiveness, and excellence among team members. 

  - Recognize and reward exceptional service performance. 

Client Relations:

  - Act as the company's ambassador, building strong relationships with high-net-worth clients. 

  - Proactively address client inquiries and resolve concerns to their satisfaction. 

  - Maintain a pulse on client feedback and use it to inform strategic decisions. 

Strategic Planning:

  - Ensure customer experience is a cornerstone of long-term growth strategies. 

  - Collaborate with the executive team to align operations with service excellence goals. 

Qualifications:

- Bachelor's or master's degree in hospitality management, Business Administration, or a related field. 

- Minimum 5-8 years of leadership experience in luxury hospitality with a focus on customer service. 

- Proven expertise in delivering high-quality experiences to high-net-worth clients. 

- Strong interpersonal and communication skills to build client trust and loyalty. 

- Demonstrated ability to instill a customer-centric culture across an organization. 

Preferred Skills:

- Experience with personalized service delivery for affluent clientele. 

- Knowledge of customer behavior and preferences in the luxury segment. 

- Ability to innovate and tailor services to meet unique client needs.