Guest Experience Manager

About the role

The Guest Experience Manager ensures that every guest receives exceptional service throughout their stay, from arrival to departure. This role oversees guest relations, service quality, complaint resolution, and team performance to create memorable experiences while upholding Bagaichā’s high standards.

Key responsibilities

• Welcome guests and ensure a positive experience from arrival to departure.
• Develop and maintain high standards of customer service across all departments.
• Handle guest complaints, concerns, and special requests promptly and professionally.
• Monitor guest satisfaction through feedback, surveys, and reviews, and implement improvements.
• Train, coach, and motivate staff to deliver outstanding guest service.
• Coordinate with housekeeping, front office, food and beverage, and other departments.
• Ensure VIP guests and special events receive personalized attention.
• Prepare reports on guest satisfaction, service performance, and improvement initiatives.

Required profile

• Bachelor’s degree in Hospitality Management, Business Administration, Tourism, or a related field.
• Minimum 3–5 years of experience in hospitality, guest relations, or hotel operations, with at least 1–2 years in a supervisory or managerial role.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and team‑management abilities.
• Exceptional problem‑solving and conflict‑resolution skills.
• Ability to work under pressure and manage multiple priorities.
• Flexibility to work weekends, holidays, and shifts as required.
• Fluency in English; additional languages are an advantage.

Required skills

• Microsoft Office
• Hotel/property management system (PMS)