Title: Guest Experience Manager
6 Jun 2025
Business Unit:
Taj Bengal, Kolkata
Department:
Front Office
Description:
Key Responsibilities:
- Be the single point of contact for high-profile, loyalty-tier, or long-stay guests
- Curate immersive in-hotel and citywide experiences — historical trails, art walks, private dining, temple visits, Mughal Delhi tours
- Work with F&B, Spa, Security, Housekeeping, NeuPass, and Concierge to pre-empt guest needs
- Use guest data for hyper-personalization — from pillow preferences to favourite art or cuisines
- Collaborate with embassies, luxury travel advisors, and local culture boards for exclusive access
- Create surprise & delight moments during stay and special occasions
- Act as a city ambassador for Delhi’s art, architecture, food and festivals
- Manage social guest storytelling — encourage memorable moments for PR buzz
- Track guest feedback, identify delight & pain points, and recommend service innovations
- Maintain discretion, confidentiality and emotional intelligence at all times
Ideal Candidate Profile:
- 5–10 years in luxury hospitality; prior roles in concierge, guest relations or butler services preferred
- Deep knowledge of Delhi NCR’s history, culture, art, and culinary landscape
- Excellent storytelling, guest handling and communication skills
- Proficiency in NeuPass guest profiling, Opera Cloud and CRM tools
- Warmth, elegance and intuitive understanding of guest needs
- Fluency in English; knowledge of international languages a plus
- Strong network across cultural institutions, event curators and city influencers