Guest Experience Manager

IHCL

0 years

Goa

Posted:7 months ago

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Job Description

13 Mar 2026

Business Unit: Taj Holiday Village Resort & Spa, Goa

Department: Front Office

Description:

Key Duties and Responsibilities

Guest Relations & Satisfaction: Act as the primary point of contact for guest feedback, handling complaints with empathy and efficiency to turn negative experiences into positive ones.
Quality Assurance & Standards: Monitor and maintain high service standards across the property (e.g., Forbes-LQA or hotel-specific standards) to ensure consistency.
Feedback Analysis: Analyze guest reviews, surveys (e.g., Medallia), and comment cards to identify trends and service gaps, implementing improvements based on findings.
Personalization & VIP Care: Coordinate special arrangements, amenities, and personalized experiences for VIPs, loyalty members, and guests celebrating special occasions.
Operational Coordination: Collaborate with departments like Housekeeping, Front Office, and Maintenance to ensure rooms and public areas meet cleanliness and aesthetic standards prior to guest arrival.
Staff Training & Coaching: Train front-line staff on guest engagement, empathy, and service recovery techniques to foster a culture of service excellence.
Policy Implementation: Ensure compliance with brand standards and safety protocols

Skills Required

empathy efficiency service analyze surveys medallia personalization maintenance training engagement compliance

Work Mode

On-site

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