Role Overview
This role is responsible for shaping and executing the client experience strategy across all hospitality, conferencing, and event services at the institute. Day to day, the Deputy Director ensures that every guest interaction, from room booking to event execution, meets rigorous quality standards while driving operational innovation and team leadership. This position is critical to maintaining the institute’s reputation for excellence and supporting its strategic objectives through seamless service delivery.
Key Responsibilities
- Develop and implement a comprehensive client experience strategy that aligns with the organization’s service charter and broader institutional goals.
- Lead the conferences, events, and hospitality teams, ensuring all operations are efficient, client-focused, and compliant with policies.
- Oversee outsourced hospitality services—including catering, cleaning, laundry, and accommodation—by monitoring vendor performance against service level agreements.
- Conduct regular quality audits and site inspections to enforce health, safety, environmental, and cleanliness standards.
- Drive service innovation by optimizing digital systems, such as hospitality management platforms, and using client feedback to implement continuous improvements.
- Manage budgeting, revenue targets, and cost control for the client experience division, ensuring financial sustainability and accountability.
- Build and mentor a high-performing team, fostering a culture of excellence, responsiveness, and professional growth.
- Prepare and present periodic operational, financial, and performance reports to senior management, including recommendations for strategic adjustments.
Requirements & Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, Events Management, or a closely related field.
- A Master’s degree in Business Administration, Management, or a relevant discipline is highly valued.
- Professional certifications in Customer Experience, Hospitality Management, or Project Management are advantageous.
- A minimum of twelve years of progressive experience in hospitality, events, or client service operations.
- At least five years of experience in a senior leadership role, with demonstrated ability to manage teams, budgets, and strategic initiatives.
- Strong expertise in vendor management, quality assurance, and digital transformation within a service-oriented environment.
- Proven track record in client relationship management, stakeholder engagement, and business development.
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Contact Information
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