Hospitality Manager

Job description:

We are India's premier rage-release experience, creating safe, unforgettable spaces where people let go, release stress, and reset emotionally by breaking things. We dont just host sessions, we deliver controlled chaos, relief, and joy.

We’re looking for a Center Hospitality Manager to run our Lajpat Nagar center with ownership, discipline, and heart.

Location: https://share.google/HPMXxQuyBxaKz4dxk

Timings: Tuesday to Sunday, 11 AM to 10:30 PM (mondays are a holiday)

CTC: 4.25LPA to 5LPA

Website: rageroom.in

Key Responsibilities:

Operations Management & Daily Readiness

• Own end-to-end center operations to ensure the Rage Room and Neon Paint experiences are fully prepared, functional, and guest-ready every single day.
• Ensure all rooms, equipment, tools, safety gear, and ambience elements are clean, safe, functional, and session-ready before opening and between sessions.
• Maintain high standards of operational discipline, cleanliness, and readiness across shifts, weekends, and peak hours.
• Proactively identify operational gaps, bottlenecks, or risks and resolve them before they impact guest experience or revenue.

Guest Experience & Hospitality Excellence

• Deliver a consistently warm, energetic, and professional guest experience aligned with Rage Room’s hospitality standards.
• Handle inbound IVR calls, walk-ins, and online queries with clarity and enthusiasm.
• Greet guests, set expectations, and create a safe, exciting, and emotionally releasing environment from entry to exit.
• Conduct clear, confident safety briefings and explain session flow, rules, and equipment usage.
• Guide guests through the experience to ensure it is therapeutic, fun, stress-relieving, and memorable, while monitoring safety and comfort throughout the session.

Team Supervision, Scheduling & Training

• Supervise on-ground staff
• Create and manage staff schedules to ensure optimal coverage during peak and non-peak hours.
• Train team members on SOPs, safety protocols, guest handling, upselling, and service quality standards.
• Maintain team discipline, punctuality, grooming, and performance expectations.
• Provide regular feedback, corrective guidance, and on-the-job coaching to uphold service excellence.

Hygiene, Safety & SOP Compliance

• Ensure strict adherence to all safety, hygiene, and operational SOPs across every session.
• Conduct daily and periodic safety checks, equipment inspections, and risk assessments.
• Ensure proper usage, storage, and maintenance of safety gear and tools.
• Train and retrain staff on emergency handling, incident response, and escalation protocols.
• Handle incidents calmly, responsibly, and strictly as per defined procedures, with proper documentation.

Inventory & Vendor Coordination

• Manage inventory of breakable items, safety gear, consumables, cleaning supplies, and session materials.
• Track usage patterns and ensure timely replenishment to avoid stockouts or overstocking.
• Coordinate with vendors for procurement, quality checks, and cost control.
• Maintain basic inventory records and support periodic audits.

Revenue Hygiene, Upsells & Experience Metrics

• Actively drive revenue hygiene by ensuring accurate billing, package selection, add-ons, and session logging.
• Upsell relevant packages, add-ons, and experiences based on guest needs and mood.
• Ensure no revenue leakage through missed upsells, incorrect entries, or operational lapses.
• Track basic experience quality metrics such as repeat bookings, customer satisfaction, and session completion quality.
• Share insights on guest behavior, peak trends, and upsell performance with management.

Sales & Lead Management

• Engage with inbound leads via calls, WhatsApp, and walk-ins.
• Follow up with interested customers to convert enquiries into confirmed bookings.
• Maintain polite, persuasive, and solution-oriented communication at all times.

Marketing & On-Ground Promotion Support

• Collaborate with the marketing team to capture on-ground content including reels, stories, and guest moments (with consent).
• Support execution of promotions, campaigns, partnerships, and special events.
• Ensure the center remains visually appealing, vibrant, and content-ready at all times.

Customer Feedback & Continuous Improvement

• Collect feedback from guests post-session through conversations and defined channels.
• Identify recurring themes, issues, and opportunities for service enhancement.
• Implement improvements in coordination with management to continuously elevate guest experience.

This role is ideal for someone who is reliable, customer-obsessed, safety-driven, and excited to run a high-energy experiential space independently.

You won’t just manage a center, you’ll be trusted to own it. If this sounds deeply meaningful to you, please apply and let's connect.