VICE PRESIDENT - Quality, Training and Customer Experience Opportunity (Corporate Role)- Resort Chain-DELHI NCR, INDIA- Confidential

Today’s search focus:  VICE PRESIDENT - Quality, Training and Customer Experience (corporate role) for a young chain of resorts, obsessed with giving guests the best of India's true locale, with the core of our heart right where it should belong - Quality and Scale. With over 150 properties across 22 states in India, they manage small to medium scale properties in popular as well as offbeat destinations. As a brand, they are passionate about providing guests with a rich and diverse range of unique local experiences while keeping the basic standards of hospitality impeccably high. All while remaining deeply committed towards the local communities that support them in their endeavor.
The company is a high-growth start-up busting the space of boutique leisure travel and has recently raised $ 10 million in Series A funding, with an aim of becoming the largest leisure travel operator in India.
Position based in DELHI NCR, INDIA.
If interested, please inbox me your CV at neha@redkite.co.in

About the Role 
Looking for a top-notch hospitality professional obsessive about service delivery with the ability to infuse his/her own enthusiasm onto the on-ground resort team. The person, with the experience of a veteran and the humility of a start-up evangelist, would lead the training, quality and service delivery initiative as part of the overall resort operations.

Job Requirements: 

• Education & Experience
• 10+ years of experience in customer facing hotel operations
• Graduate Education from A-list IHM's or recognized International/Indian institutes
• Experience from top training institutes such as those of ITC, Oberoi and Taj Hotels preferred but not required
• Proven leadership skills with a managerial experience of at least 5 years/ Being a Certified Departmental Trainer in hotel operational departments is an added plus
• Excellent written and verbal communication skills
• Ability to connect with, and inspire a team despite remote operations / avid traveler
• Key Job Functions
• Plan and execute training calendar for resort staff
• On-ground and central training to resort staff
• Update existing SOP's to bring them at par with industry best practices § Be available to manage guest escalations as and when required
• Ensure high NPS scores for each property
• Minimize guest escalations and instances of refund requests
• Ensure service quality remains highest across portfolio 

This is a confidential position, please do not leave comments on the posting. Photograph used is for illustration purpose only.