Head of Quality Assurance

Company Description

A New Knot is a luxury wedding planning company with over 11 years of experience, specializing in high-profile destination weddings across India and around the globe. Known for curating unforgettable celebrations, the company excels in transforming intricate logistics into seamless, elegant events. From intimate ceremonies to multi-day affairs, A New Knot collaborates with a global network of trusted vendors to design bespoke, storytelling experiences. With a focus on precision, creativity, and discretion, A New Knot redefines wedding planning as an art form. Their core services include luxury wedding planning, event production, budget management, guest hospitality, and on-ground execution.

Role Description

Role Overview

The Head of RSVP is responsible for leading and managing the RSVP function for high-profile events, ensuring seamless guest management and exceptional service delivery. This role requires strong experience in handling High Net Worth Individuals (HNIs), excellent stakeholder management skills, and the ability to lead and mentor a team of 10 RSVP executives.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and manage a team of 10 RSVP executives to ensure high performance and service excellence.
• Set clear KPIs, monitor team productivity, and conduct regular performance reviews.
• Provide training and guidance to enhance communication, etiquette, and guest handling skills.

RSVP Operations

• Oversee end-to-end RSVP processes including invitation tracking, confirmations, follow-ups, and guest list management.
• Ensure accurate database management and reporting.
• Develop and implement SOPs to streamline RSVP workflows and improve efficiency.
• Manage last-minute changes, special requests, and escalations professionally.

Client & Guest Relationship Management

• Build and maintain strong relationships with High Net Worth Individuals and VIP guests.
• Ensure personalized communication and high-touch service standards.
• Collaborate closely with clients, event planners, and internal stakeholders to align guest expectations.

Reporting & Coordination

• Prepare regular RSVP status reports, analytics, and insights for leadership.
• Coordinate with operations, hospitality, security, and event teams for seamless execution.
• Ensure data confidentiality and compliance with company policies.

Required Qualifications & Experience

• Bachelors degree in Hospitality, Business Administration, Communications, or related field.
• 712 years of experience in RSVP management, guest relations, event management, or client servicing.
• Proven experience working with High Net Worth Individuals (HNIs) or VIP clientele.
• Demonstrated experience managing a team of at least 810 members.

Key Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong leadership and team management abilities.
• High attention to detail and organizational skills.
• Ability to handle pressure and manage multiple priorities.
• Professional etiquette and discretion.
• Strong problem-solving and decision-making skills.

Preferred Skills

• Experience in luxury hospitality, premium events, or concierge services.
• Familiarity with CRM or guest management systems.

Success Metrics

Accuracy and timeliness of RSVP tracking.

Guest satisfaction and feedback scores.

Team performance and retention.

Smooth execution of events with minimal escalations.