Hospitality & Etiquette Manager

About the role

The Hospitality & Etiquette Manager will lead the development and implementation of high‑standard hospitality and professional etiquette across the organisation. This role is responsible for elevating the client experience, shaping a refined service culture, and strengthening brand reputation through strategic initiatives.

Key responsibilities

• Design, deliver and oversee etiquette and hospitality training programmes for all customer‑facing and internal staff.
• Create training materials such as presentations, handbooks, manuals and e‑learning modules.
• Lead the Customer Service Department, monitor daily operations, manage complaints and ensure consistent service quality across all channels.
• Develop and execute strategies to improve customer satisfaction, hospitality standards and overall brand image.
• Establish and maintain service policies, SOPs and communication scripts, and handle escalated cases.
• Conduct audits, benchmark global best practices and drive continuous service improvement initiatives.
• Provide guidance on event hospitality, VIP protocols and represent the company at hospitality‑related events when required.

Required profile

• Bachelor’s degree in Hospitality Management, Business Administration, Communications or a related field.
• 4‑6 years of experience in hospitality training, etiquette coaching or customer service management.
• Strong background in hospitality principles and a proven ability to develop and enforce service standards.

Required skills