Senior Vice President - Guest Experience And Services Excellence

Role Summary

RMZ is entering a pivotal phase of transformationshifting from building management to experience curation. The SVP Guest Experience & Service Excellence will be the strategic architect and operational leader responsible for institutionalizing RMZs new service framework across all office assets.

This role demands a seasoned leader with deep experience from luxury hospitality, high-touch guest operations, or service-led premium environments. The mandate is to elevate how RMZ welcomes, engages, and serves every tenant, guest, partner, and employeeensuring every interaction reflects purpose, pride, and belonging.

The SVP will set the direction, lead execution, and enable a company-wide cultural shift that transforms RMZ assets into humanized, emotionally resonant, and impeccably orchestrated environments.

Key Responsibilities

1. Experience Strategy & Framework Ownership

• Develop, refine, and institutionalize RMZs new Service Excellence Framework across all assets.
• Translate the brand vision into tangible guest experience principles, service rituals, SOPs, and touchpoint standards.
• Create a unified RMZ Experience Playbook covering arrival, service, interaction, and engagement design.

• Lead the shift from operational maintenance to curated, elevated experiences.
• Reimagine arrival, lobby, concierge, security, and front-of-house ecosystems to feel premium, intuitive, and human-centered.
• Partner with Design, Operations, Community, and RMZ OS teams to embed experience touchpoints into physical spaces and digital platforms.

3. Guest Operations Leadership

• Establish luxury-grade service delivery models across all RMZ properties.
• Build central and on-ground teams for arrival experience, concierge, events, hospitality, and tenant engagement.
• Introduce signature RMZ service moments, guest journey maps, and interaction protocols.

4. Service Quality, Governance & Standardization

• Define service KPIs, quality metrics, and audit mechanisms to ensure consistency across locations.
• Implement continuous improvement frameworks driven by data, guest feedback, and operational insights.
• Lead structured reviews, site assessments, and guest experience benchmarking with global standards.

5. Cross-Functional Collaboration & Leadership Influence

• Partner with Joseph and the leadership team to cascade the experience strategy across business units.
• Work with Projects, Engineering, Security, Community, and HR to embed service-first thinking into hiring, training, and daily operations.
• Influence day-to-day decision-making to ensure experience quality is at the forefront.

• Build a high-performing Guest Experience leadership team across India.
• Design training frameworks, service academies, and certification programs modeled on luxury hospitality standards.
• Improve service culturefrom frontline to managementthrough coaching, rituals, and internal ambassadors.

Key Requirements

• 1525 years of experience in luxury hospitality, guest experience, premium service operations, or brand-driven service environments (hotels, premium retail, luxury airlines, membership clubs, lifestyle brands).
• Proven experience designing and leading large-scale service transformation across multi-location environments.
• Deep understanding of:
• High-touch guest interactions
• Luxury service psychology
• Hospitality-grade service protocols
• Experience design and service choreography
• Strong leadership presence, high emotional intelligence, and ability to mobilize diverse teams.
• Ability to blend operational discipline with creative experience design.