Client Experience Manager | Hospitality (4-Star/5-Star Hotels)

Company: UrbanWrk

Location: Baner, Pune

Experience: 3–6 Years

Function: Client Experience & Centre Operations

Working days: 5 days (Monday to Friday)

About UrbanWrk

At UrbanWrk, we provide flexible workspace solutions designed for modern businesses. Our professionally managed workspaces combine thoughtful design, operational efficiency, and hospitality-led service to create environments that support productivity and collaboration.

With two decades of experience in commercial real estate, we offer tailored offices, studios, meeting rooms, and day passes to entrepreneurs and established enterprises.

About the Role

We are looking for a Client Experience Manager with a strong background in Front Office Operations at a 4-star or 5-star hotel. The ideal candidate will bring a strong understanding of premium guest services, front desk management, service standards, complaint resolution, and day-to-day operations.

In this role, you will lead the on-ground experience at our centre, ensuring seamless operations, exceptional client service, and consistently high standards of cleanliness, professionalism, and hospitality.

We are looking for someone who takes ownership, anticipates client needs, resolves operational issues proactively, and delivers a premium experience through attention to detail and disciplined execution.

Key Responsibilities

1. Client Experience & Hospitality

• Serve as the primary point of contact for clients, visitors, and guests.
• Deliver a warm, professional, and seamless arrival and check-in experience.
• Maintain high standards of hospitality, presentation, and service delivery.
• Handle client concerns and escalations with empathy, urgency, and ownership.
• Build strong client relationships and support engagement initiatives and events.

2. Centre Operations & Facilities

• Manage the day-to-day operations of the centre and ensure smooth functioning.
• Conduct regular inspections to maintain cleanliness, upkeep, and operational readiness.
• Coordinate with facility management teams, technical teams, IT, and external vendors.
• Ensure timely resolution of maintenance issues and service requests.

3. Handover & Operational Readiness

• Coordinate with the Projects team during office handovers and fit-out completion.
• Track and close operational snags before and after client move-in.
• Ensure offices and common areas are fully prepared before clients occupy the space.

4. Vendor Management & Administration

• Maintain inventory of operational supplies and ensure timely replenishment.
• Track service requests and ensure timely closure through internal systems.
• Coordinate maintenance activities and vendor visits.
• Verify operational vendor invoices and support basic administrative reporting.

5. Events, Revenue & Business Support

• Support client engagement events and centre-level initiatives.
• Facilitate bookings and usage of meeting rooms, day passes, parking, and other chargeable services.
• Maintain accurate records of chargeable services and coordinate billing inputs with Finance.
• Support prospective client visits, centre tours, onboarding, and sales coordination.
• Identify opportunities to enhance client satisfaction and drive additional revenue.

Mandatory Candidate Requirements

• 3–6 years of total professional experience, preferably in Front Office Operations.
• Mandatory experience working in the Front Office Operations department of a 4-star or 5-star hotel.
• Strong exposure to guest relations, front desk management, guest check-in/check-out, service recovery, and complaint handling.
• Excellent communication, interpersonal, presentation, and customer service skills.
• Demonstrated ability to manage daily operations, coordinate across teams, and handle escalations independently.
• Strong attention to detail, ownership, and a service-oriented approach.
• Graduate in Hotel Management, Hospitality Administration, or a relevant discipline preferred.

Important: Candidates without prior Front Office Operations experience in a 4-star or 5-star hotel will not be considered for this position.

Preferred Skills

• Experience in premium hospitality environments with structured service standards.
• Exposure to facility operations, vendor coordination, or workplace management.
• Familiarity with ticketing systems, operational dashboards, inventory management, and basic billing processes.
• Prior experience in a premium managed office or coworking environment is an added advantage, but does not replace the mandatory hotel experience.

Who Should Apply

If you have built your career in a premium hotel environment, understand the importance of exceptional guest experiences, and are ready to bring those hospitality standards into a modern managed workspace, we would love to hear from you.