GM Visitor Experience

Job Title: GM Visitor Experience

Location: New Delhi

Experience: 15–20 Years

Reporting To: Director of Operations

Role Overview

We are seeking an experienced GM – Visitor Experience to lead the end-to-end visitor journey, hospitality, front-of-house services, membership experience and VIP protocol for a new cultural institution. The role will focus on delivering a welcoming, inclusive, safe and seamless visitor experience while maintaining high service standards.

Key Responsibilities

• Lead visitor services, front-of-house teams, hospitality and visitor journey management.
• Establish service standards, operating procedures, training programmes and visitor feedback systems.
• Oversee third-party services, including food and beverage, retail, Members Room and venue rentals.
• Manage VIP visits, institutional protocol, member engagement and hospitality for major events.
• Coordinate with internal teams on accessibility, visitor movement, ticketing and service delivery.
• Lead pre-opening readiness, team recruitment, training, visitor simulations and continuous improvement.

Qualifications & Experience

• 15–20 years of relevant experience in visitor experience, hospitality, cultural institutions, aviation, premium services or large public venues.
• Proven expertise in team leadership, service excellence, stakeholder management and operational planning.
• Strong communication, relationship management and problem-solving skills.
• Museum or cultural-sector experience is desirable; experience in launching a new venue is an advantage.