Hotel Guest Experience Manager
This is an open vacancy with one of our clients.
- Experience
- 6–10 years
- Where
- Gurugram, Noida, Hyderabad
- Salary
- ₹10,00,000–₹22,00,000 per year
- Work mode
- On-site, Hybrid
- Employment type
- Full-time
- Qualifications
- Hotel Management / MBA
To apply you need a CV on file.
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About the role
One of our prestigious clients is hiring a Hotel Guest Experience Manager to take ownership of how guests feel at every stage of their stay, and to put things right quickly when they go wrong. You will lead the guest experience team and turn feedback into lasting improvements.
What you'll do
- Map the guest journey from booking to departure and identify the moments that most affect satisfaction.
- Lead service recovery on serious complaints, deciding on remedies and following up with the guest personally.
- Analyse guest reviews and survey results each month and share clear actions with department heads.
- Train and guide the guest experience team on empathy, ownership and recovery techniques.
- Plan personalised touches for loyal, returning and VIP guests together with the relevant departments.
- Include guest experience priorities and resources in the hotel's annual business plan.
What you'll bring
- 6–10 years of experience in hotel guest relations, front desk or guest experience management.
- A qualification in hotel management or an MBA.
- Demonstrated skill in service recovery and in handling difficult conversations with guests.
- Comfort working with guest feedback data and turning it into practical actions.
- Experience guiding, coaching and motivating a guest-facing hotel team.
Good to have
- Exposure to online reputation management and responding to public reviews.
- Familiarity with guest satisfaction survey tools and scoring methods.
- Prior experience in the hospitality sector in a service-focused leadership role.