Title: Guest Experience Manager
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