Title:  Guest Experience Manager

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

This position exists for the purpose of functioning as the strategic business leader of the hotel's Rooms Operations, which includes the areas of responsibility for Front Office, Housekeeping, and Spa. The position ensures that Rooms Operations, including Spa services, meet the brand’s standards, align with customer needs, ensure associate satisfaction, and focus on growing revenues while maximizing the financial performance of the department. As a member of the Executive Committee, the individual develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer, ultimately working toward creating an iconic and profitable hotel.

Essential Job Tasks

• Reviews financial reports and statements to determine how departments—Rooms, Travel Desk, Spa, and Laundry—are performing against the budget.
• Participates in revenue meetings and contributes toward achieving Rooms Division revenue targets.
• Analyses information, plans expenses against forecasted revenues to ensure that the departmental EBITDA percentage is achieved on a monthly basis.
• Reviews early check-in, late check-out, and drives upselling opportunities in the department.
• Recruitment and Onboarding: Partners with Human Resources to develop departmental workforce plans, hiring schedules, interviews, and selects candidates that demonstrate the TATA and IHCL values along with core functional expertise. Assigns buddies to new team members and monitors the progress of departmental induction.
• Performance Appraisal: Sets department and sub-department goals in line with the hotel and department strategies. Communicates goals, conducts Q-Chats (quarterly performance reviews), analyses performance, and provides relevant input for training programs.
• Coaching/Counselling/Mentoring: Identifies the developmental needs of others and coaches, mentors, and helps others improve their knowledge or skills.
• Disciplinary: Ensures disciplinary procedures and documentation adhere to the standards of the Tata Code of Conduct and IHCL values.
• Training: Identifies departmental and individual training needs, develops training calendars, conducts training, and recommends suitable training programs to address individual capability gaps. Participates in certification of team members in key skills. Ensures self and direct reporting managers attend appropriate core training classes.
• Rewards & Recognition: Creates a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program.
• Engagement: Creates a culture of Trust, Awareness, and Joy by conducting departmental meetings, reviewing V-Connect feedback, and implementing suitable action plans.
• Takes daily rounds of Guest Floors, Swimming Pool, Gym, and Jiva Spa, ensuring that all areas are maintained as per standards.
• Conducts room checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guest arrival rooms.
• Conducts internal audits of basic processes of Rooms Division systematically to check adherence and control deviations.
• Oversees and coordinates with the Chief Engineer and Executive Housekeeper regarding room refurbishments, renovations, and shutdowns for maintenance activities.
• Reviews all group bookings, ensures smooth check-in/check-out of all guests with proper preparation and settlement of invoices.
• Ensures speedy and timely actions during emergency situations as per the SOP guidelines.
• Reviews guest feedback on Trust You (Guest Email Feedback System) and Social Media Platforms and ensures appropriate corrective action is taken.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews the arrival list daily and ensures guest preferences of repeat guests, VIPs, Inner-circle, and Chambers members are communicated and delivered by the concerned departments.
• Maintains regular contacts with corporate and individual guests, building strong relationships with them.
• Reviews audit findings—Safety/Hygiene and TPAM (Taj Positive Assurance Model)—and takes corrective measures to ensure full compliance.
• Prepares the internal audit checklists as per IHCL Safety Guidelines.
• Adheres to all departmental legal compliances.

Areas of Responsibility

Front office, Housekeeping & Spa

Required Qualifications

Degree/Masters in Hospitality

Work Experience

At least 2 years of relevant experience as Head of Department in Rooms Division.

Languages Needed in Position

English & National Language (as deemed appropriate to the country of placement)

Key Interfaces- External

Key Interfaces- Internal

• Partnering with Man-com to create the hotel’s annual business strategy. Develops departmental goals and strategies and ensures alignment with the hotel’s business strategy.
• Conducts periodic competition analysis and plans tactical strategies to increase and maintain a leading share in the market.

Behavioural Competencies

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.