Hospitality Lead - Client Experience Center - CEC

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

Position Title: Hospitality Lead

The Hospitality Lead is responsible for delivering an exceptional client experience by managing all hospitality and facility-related operations within the Client Experience Center (* CEC). This role ensures seamless coordination of services, adherence to safety and compliance standards, and operational excellence to support high-profile client visits.

The candidate must have hotel experience blends luxury service with business needs, focusing on managing premium guest experiences, operations (F&B, Café, housekeeping), handling corporate client café experiences, and ensuring seamless event execution, requiring strong leadership, hospitality acumen, and a proven track record in guest satisfaction and operational efficiency. 

Key Responsibilities

• Guest & Client Relations: Cultivate strong relationships with corporate clients, partners, and VIP guests; professionally resolve complaints; ensure exceptional service delivery.
• Operations Management: Oversee daily cafe operations (café front, CEC housekeeping, CEC F&B, CEC maintenance) to uphold high standards and brand consistency.
• Team Leadership: Recruit, train, motivate, and manage hospitality teams to deliver outstanding service and meet performance expectations.
• Policy & Compliance: Implement and enforce operational policies, Standard Operating Procedures (SOPs), and ensure adherence to health, safety, and regulatory compliance.
• Event Coordination: Collaborate with teams for seamless event planning and execution, from small meetings to large events.
• Sales & Marketing Support: Support CEC campaigns and analyse KPI’s to meet targets, leveraging hotel expertise. 

Essential Skills & Qualifications

• Proven experience in hotel management, guest services, or luxury hospitality.
• Strong leadership, interpersonal, and communication skills.
• Familiarity with Site Management, people management and cost management.
• Excellent problem-solving and time-management abilities.
• Passion for delivering exceptional customer service and creating memorable guest experiences. 

Core Competencies

• Customer Service Orientation
• Attention to Detail
• Problem-Solving and Decision-Making
• Leadership and Team Management
• Adaptability and Resilience

To qualify for the role, you must have

• 8+ years of subject matter expert experience
• Bachelor's degree in Business, or equivalent professional level experience

What we look for 

• Participates regularly in EY-wide and function-specific meetings, events and people initiatives
• Demonstrates executive presence establishes credibility quickly, commands attention and respect, demonstrates confidence, and deals comfortably with others
• Encourages innovation in others by allowing error, e.g., allowing people to try something new, being open to new ideas
• Creates an inclusive and flexible environment where people feel they are a valuable member part of the team. Promotes and demonstrates an inclusive and global mindset when interacting with others. Adapts to the style and cultural differences of others to enhance relationships
• Engages with team members to resolve business challenges, helping them analyze and address the root cause of problems so they can stay aligned and focused on successful execution of the team’s vision.
• Identifies areas of opportunity and generates ideas and solutions. Makes recommendations to leadership and is able to implement new ideas, improvements, technologies and new products.
• Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility.
• Provides quality deliverables for self and teams within agreed-upon timelines
• Actively seek, wherever possible, to protect and regenerate the environment.
• Adheres to budgets, objectives and deadlines on projects with the aim of enhancing productivity and value
• Balances multiple priorities by considering priorities, urgency and impact on key relationships and resources
• Identifies and assesses risks and consults with leadership or stakeholders on options in a timely manner
• Manages team or project, delegates work effectively, and uses appropriate resources to manage costs while meeting deadlines
• Models objectivity and integrity with self and teams to adhere to firm values and limit risk
• Surfaces barriers to change and provides recommendations to overcome
• Uses experience and consultative questioning to home in on key issues and escalates as appropriate
• Grasps technical issues quickly and is able to act on them, resolve them or escalate to leadership as necessary
• Identifies and leverages leading practices, diverse perspectives and lessons learned
• Tailors communication approach to respective audience when sharing technical experience to increase understanding

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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