Guest Experience Manager

Sofitel; Mumbai; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Sofitel Mumbai is seeking a Guest Experience Manager to lead guest service excellence from reservation to departure. You will champion luxury hospitality, personalize guest journeys, and collaborate across departments to design standout experiences.

You will coach teams, analyze guest feedback, and implement service standards that elevate our brand. The role requires a visionary leader who can balance strategy with hands-on delivery in a dynamic hotel environment.

Qualifications

• Experience in luxury or upscale hospitality management.
• Exceptional interpersonal and communication skills.
• Ability to lead and coach teams across departments.
• Strong organizational and time management abilities.
• Skill in analyzing guest feedback and deriving insights.

Responsibilities

• Collaborate with cross-functional teams to design and implement strategies that enhance the guest experience across the full journey.
• Develop and execute processes and service standards with the Accommodations Manager to ensure consistent guest satisfaction.
• Establish proactive, personalized contact with each guest from reservation through stay.
• Coach and mentor team members in anticipating guest preferences and building relationships.
• Ensure accurate information sharing across departments for smooth guest handling.
• Communicate hotel offerings and experiences through multiple channels.
• Contribute to enhancing the hotel's image through outstanding service delivery.
• Implement internal communication mechanisms to keep the team informed.
• Monitor guest needs and preferences throughout the stay for complete satisfaction.
• Oversee collection and distribution of guest feedback for continuous improvement.
• Facilitate cross-departmental sessions to promote quality and problem-solving.
• Escalate sensitive or critical situations promptly and discreetly.
• Develop team talent and foster a high-performing culture.
• Unite the team around a shared vision of excellence and belonging.
• Create and maintain an elevated atmosphere with attention to detail.
• Analyze guest data to identify trends and opportunities for improvement.

Skills

Guest services

Leadership

Communication

Adaptability

Time management

Problem solving

Data analysis

Tools

Opera PMS

Sales & Catering software

Job description

Job Description

We are seeking an enthusiastic and detail-oriented Guest Experience Manager to join our hospitality team in Mumbai, India. As the Guest Experience Manager, you will be the ambassador of exceptional service, dedicated to creating memorable and personalized moments for every guest throughout their journey—from reservation through departure. You will champion the art of luxury hospitality by ensuring that every interaction is genuine, anticipatory, and emotionally resonant. This role requires a visionary leader who can collaborate across departments to innovate guest experiences while maintaining the highest standards of excellence and authenticity.

• Collaborate closely with cross-functional teams to design and implement innovative strategies that enhance the guest experience across the entire customer journey, including pre-arrival, during stay, and post-departure phases


• Develop and execute comprehensive processes and service standards in partnership with the Accommodations Manager to ensure consistent, exceptional guest satisfaction aligned with organizational excellence standards


• Establish proactive, personalized, and attentive contact with each guest beginning at reservation confirmation, setting the tone for their entire experience


• Coach and mentor team members in the art of confirming guest preferences, anticipating expectations, and building authentic relationships before guest arrival


• Ensure accurate, reliable, and seamless information sharing across all relevant departments to guarantee smooth and harmonious guest handling


• Communicate regularly and inspiringly about hotel offerings, signature events, and unique experiences to guests through multiple channels


• Actively contribute to enhancing the hotel's image and reputation both internally and externally through exceptional service delivery


• Implement internal communication mechanisms that keep the team continuously informed about updates, priorities, and service excellence initiatives


• Monitor guest needs and preferences throughout their stay with consistent attention and responsiveness to ensure complete satisfaction


• Oversee the collection, analysis, and distribution of guest feedback, ensuring effective communication of insights to relevant departments for continuous improvement


• Facilitate cross-departmental sharing sessions to promote ongoing quality enhancement and collaborative problem-solving


• Ensure sensitive, urgent, or critical situations are promptly escalated and handled with efficiency and discretion


• Develop team talent by identifying individual strengths, supporting skill advancement, and encouraging authentic expression that contributes to a high-performing and engaged team culture


• Unite the team around a shared vision of excellence, fostering an environment of trust, accountability, and pride in organizational belonging


• Create and maintain an exceptional atmosphere by embodying elevated standards of service, elegance, and meticulous attention to detail


• Analyze guest data and metrics to identify trends, opportunities, and areas for service enhancement and operational efficiency

Qualifications

Required Skills and Experience:

• Proficiency with Opera property management system and Sales & Catering software platforms


• Proven experience in guest services, hospitality management, or a similar customer-focused role within a luxury or upscale environment


• Exceptional interpersonal and communication skills with the ability to build genuine relationships with diverse guest populations


• Strong adaptability to cultural diversity and the ability to manage fluctuating activity levels with resilience and flexibility


• Demonstrated leadership and team coaching capabilities with experience mentoring and developing hospitality professionals


• Excellent organizational and time management skills with the ability to prioritize multiple tasks and coordinate effectively across teams


• Problem-solving and conflict resolution abilities with a calm, solution-oriented approach to guest concerns


• Proficiency in analyzing guest feedback and operational data to drive continuous improvement initiatives


• Attention to detail with a commitment to maintaining impeccable presentation and adherence to professional standards


• Flexibility to work varied schedules, including evenings, weekends, and holidays as required by the hospitality industry


• Ability to stand and walk throughout the work shift while maintaining professional composure and service excellence

Preferred Qualifications

• Hospitality management certification or formal training in luxury service delivery


• Experience working in a five-star hotel or premium hospitality establishment


• Knowledge of additional guest management systems or revenue management tools


• Multilingual capabilities, particularly familiarity with languages spoken in the Mumbai region


• Experience with guest loyalty programs and personalized service initiatives


• Background in training and development program design for hospitality teams