Hospitality Manager

Job title: Hospitality Manager

• Location: Hyderabad

About the job:

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

Job Summary:

At Sanofi, we are committed to leveraging Hospitality Management to enhance People & Culture, going beyond managing physical spaces or services. Our approach focuses on creating a user-centric workplace that fosters collaboration, innovation, well-being, and a sense of belonging. By delivering unique on-site experiences, we aim to transform everyday interactions into extraordinary moments that boost engagement and performance. The Hospitality Manager plays a key role in this vision, serving as the primary point of contact for employees and guests, ensuring an elevated workplace experience and overall satisfaction.

Main responsibilities:

All activities listed below can be performed internally or externalized (through the iWX partner) and remain the responsibility of the Hospitality Manager

•    Customer Services Coordination

• Preferred Point of Contact of Residents regarding on-site and off-site services
• Provide information on Hub services and advise Residents on the usage of these services
• Collect knowledge of its internal & external customers to ensure the needed adaptation of services on site and enhance personalized experience wherever possible
• Liaise between the iWX Team and the Sanofi Workplace Experience team to ensure alignment (and other suppliers, if any)
• Ensure reporting on the utilization of services and overall engagement
• Ensures / provides answers to the Resident, launch and follow up on corrective actions, and personally track issue resolution

•    Sanofians’ and Guests’ Feedback & Satisfaction Monitoring

• Ensure Resident feedback collection with the iWX Partner at various touch points and from the different channels (Global App / 5* Ratings / Survey Terminals / Mystery Guests / F2F interactions / Listening Groups…)
• Analyses feedback and generate the reporting according to the appropriate details, site / regions / touch points, business reviews and associated communications)
• Reports Resident satisfaction into iWX Scorecards

•    Hospitality Management Culture:

• Ensures the Hospitality mindset is embodied by all members of the Workplace Experience team (providers and internal collaborators) and must report to the WX Head every observed deviation
• Check all elements of design of our Hospitality identity are deployed (Visual, Graphic, Olfactive, etc.)
• Ensures local teams and newcomers are trained on the Hospitality Culture
• Assess and report hospitality performance against the KPI’s defined into iWX Scorecards
• Ensure regular Hospitality tips / reminders / key services / behaviors for local teams (acculturation / continuous trainings)
• If needed, re-trains local teams on the Hospitality Culture
• Embody Hospitality Management skills

•    Events & Community Management

• Develops & animate network with Residents and Business Stakeholders
• Build relationships to facilitate the sense of Community
• Helps in animating site communication through appropriate media (appÿ, NL, screens…)
• Coordinate, schedule and oversee activities / events, from ideation to implementation, as requested by the Business Unit / Function
• Collaborate with Business Unit / Function Teams to co-create calendar of events and activities focusing on employee’s experience and satisfaction
• Track relevant Event Management metrics, i.e., repeat attendance, engagement, satisfaction, etc.

About you:

Experience:

• Qualified in Hospitality Management
• Knowledge of Facilities Management (Soft & Hard Services)
• Experience working in matrix organizations
• Exposure to international and multicultural environments
• Project management skills with ability to lead cross-functional initiatives

Soft Skills & Technical Skills:

• High level of integrity and guest-oriented approach
• Excellent communication skills
• Ability to coach and mentor; role model for hospitality attitude
• Emotional intelligence, empathy, and cultural awareness
• Proactive, agile, and open-minded
• Strong teamwork orientation and adaptability
• Multitasking and organizational skills
• Customer service excellence with a sense of responsibility and ownership
• Creative problem-solving skills
• Proficiency in Microsoft Office Suite and data management

Education:

• Degree in Hospitality Management or related field

Languages:

• English and local language proficiency

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare