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Title:  Guest Experience Manager

13 Jun 2025
Business Unit:  Taj Amer, Jaipur
Department:  Front Office
Description: 

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

 

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

 

Job Objective

To ensure guest satisfaction and create customer delight through seamless and extraordinary service, which is provided to the guest by following the procedures laid down as per the standards.

 

Job Description

  • Conduct show-around for in-house as well as external/prospective guests as and when the need arises.
  • Interact with the guests and actively participate in taking appropriate actions towards complaints and ensure guest profiles are up to date.
  • Keep a track of guest’s anniversary, birthdays, about honeymoon couples or any other special date as made aware of.
  • Highlight to the front office team any arrival of repeat guests, VIPs and guests under loyalty program and suggest upgrades as per availability.                  
  • Prepare daily feedback reports and circulate it to the HODs of all relevant department and others.
  • Collect preferences at the time of check-in and feed the same information in the PMS. Make special arrangements, place gifts or kits in rooms for special occasion of a guest or if any group is in-house that requires the same.
  • In addition to the above mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.
  • Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

 

Qualifications and Experience

  • Diploma / Degree in Hotel Management in Hospitality/Tourism/Hotel Management
  • 1-2 years 
  • Front Office procedural knowledge, cross-functional knowledge, PR skills
  • Result Orientation, Customer Focus, Interpersonal Skills

 

Languages needed in position

Proficiency in English

 

Direct Reports

To the Front office manager

 

Key Customers

Immediate teams (Reception associates, Concierge, Business center, etc.), associates and managers from other departments and majorly Guests.

 

Key Success Metrics

Adherence to budgets, Cost saving, Audit Scores, Adherence to timelines, Guest feedback scores

 

IT Knowledge

Opera – functional understanding, Medallia, Microsoft Office, Oracle

 

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected. 

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