Senior Vice President - Guest Experience and Services Excellence

Role Summary

RMZ is entering a pivotal phase of transformation—shifting from building management to experience curation . The SVP – Guest Experience & Service Excellence will be the strategic architect and operational leader responsible for institutionalizing RMZ’s 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 employee—ensuring 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 RMZ’s 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.

2. Transformation of Office Assets into Experience-First Environments

3. Guest Operations Leadership

4. Service Quality, Governance & Standardization

5. Cross-Functional Collaboration & Leadership Influence

6. Team Building & Capability Development

Key Requirements