Hospitality Manager / Senior Manager

About the role

The Hospitality Manager / Senior Manager will lead the design, implementation and oversight of hospitality services for premium residential, commercial and mixed‑use real‑estate projects. This position bridges property management and luxury guest services to enhance resident experiences and protect asset value.

Key responsibilities

• Conceptualise and deliver hospitality standard operating procedures (SOPs) across all properties.
• Manage concierge, front‑desk and lifestyle teams, ensuring seamless daily operations.
• Oversee food & beverage, events, amenity and club operations.
• Drive resident satisfaction and Net Promoter Score (NPS) targets.
• Handle vendor and contract management for all hospitality services.
• Liaise with sales and marketing to create show‑suite and launch experiences.
• Ensure brand consistency across every resident touch‑point.
• Recruit, train and mentor hospitality staff, managing attrition and training completion rates.
• Address escalations and VIP resident requests promptly.
• Monitor key performance indicators such as SLA adherence, amenity utilisation, OPEX vs budget variance and repeat usage of F&B and lifestyle services.

Required profile

• Proven experience managing hospitality operations within premium residential or mixed‑use real‑estate environments.
• Demonstrated ability to lead multi‑disciplinary teams and deliver high service standards.
• Strong understanding of SOP development, brand stewardship and resident experience metrics.
• Experience managing budgets, vendor contracts and performance dashboards.
• Excellent stakeholder communication and problem‑solving capabilities.

Required skills