Customer Experience and Hospitality

Key Responsibilities

• Sites & Portfolio Ownership Take end-to-end ownership of Experience & Hospitality Operations across assigned projects within the zone, prioritising readiness, risks, interventions and consistent delivery of defined standards.
• Site Readiness & Launch Execution Own readiness of assigned projects from pre-opening preparation through launch and post-launch stabilisation, ensuring customer-facing environments are ready to deliver the intended experience.
• Readiness Assessment & Closure Conduct structured site assessments covering customer experience, hospitality, facilities, brand presentation, technology, safety, functionality and operational requirements; identify gaps and drive them through closure.
• Customer Experience & Quality Assurance Assess each location through a customer lens, ensuring presentation, functionality, comfort, cleanliness, hospitality and service readiness meet defined standards.
• Cross-Functional Coordination & Closure Work closely with Technical, Design, Marketing, Sales, Facilities, IT, Procurement and other teams to manage dependencies, resolve readiness issues and achieve agreed milestones.
• Launch Planning & Execution Develop project-wise readiness plans, track critical timelines, identify risks early and ensure customer-facing requirements are completed before opening.
• Operational Experience Reviews Conduct regular post-launch reviews to ensure customer-facing environments continue to meet defined experience, hospitality, presentation and operational standards.
• Risk, Escalation & Problem Solving Identify readiness and operational risks early, recommend practical solutions and escalate critical dependencies requiring leadership intervention.
• Cost & Resource Effectiveness Monitor readiness and operational requirements, identify opportunities for standardisation, resource efficiency and cost optimisation without compromising customer experience or quality.
• Vendor & Partner Coordination Work with functional owners and service partners to monitor quality, timelines and service outcomes and drive corrective actions where required.
• Performance Tracking & Reporting Maintain project readiness trackers, action plans, risk status, closure timelines and performance measures, providing clear visibility to the GM and leadership.
• Continuous Improvement & Standardisation Capture project learnings, identify recurring issues and support development of standard solutions, specifications, checklists and practices that improve future launches and operations.

Key Competencies: -

• Customer-Focused Execution - Evaluates readiness and operations through the customer lens.
• Project & Operational Ownership -Takes responsibility from planning through closure.
• Cross-Functional Collaboration - Aligns teams around common outcomes and timelines.
• Problem Solving & Solutioning - Resolves operational challenges practically.
• Planning & Prioritisation - Manages multiple projects, risks and dependencies.
• Commercial Awareness - Balances quality, experience, timeline and cost.
• Decision Making & Accountability - Acts with ownership and drives timely closure.
• Discipline & Execution Excellence - Delivers consistently with attention to standards and outcomes.

Technical Skills

• Site & Launch Readiness - Readiness planning, pre-opening requirements, checklists and stabilisation.
• Project & Site Operations - Facilities, MEP interfaces, infrastructure and operational requirements.
• Experience & Quality Assessment - Customer-facing inspections, quality checks and standards validation.
• Site Inspection & Closure - Snag identification, closure tracking and readiness validation.
• Project Planning & Tracking - Milestones, dependencies, risks and action plans.
• Cost & Resource Management -Budget awareness, optimisation and standardisation.
• Vendor & Service Coordination - Performance, service levels, quality and delivery follow-up.
• Data & Performance Reporting - Readiness dashboards, trackers, trends and project reporting.

Puravankara Limited is an equal opportunity employer. We value diversity and encourage applications from all qualified individuals.