Guest Experience Manager

bnbme holiday homes by hoteliers; Uttarakhand; On-site; INR 900,000 - 1,300,000; Full time

Job summary

bnbme is seeking a seasoned Guest Experience Leader in Dehradun to own the guest journey from enquiry to post-stay, coordinating with our facilities team to ensure every home is guest-ready. You will lead a guest-facing team, implement upsells, design the guest experience, and guide automation with our AI guest assistant while maintaining high review scores.

This on-site role requires 5+ years in guest relations and a track record of delivering WOW moments across channels like Airbnb and

Qualifications

• 5+ years in guest relations in hotels or holiday homes.
• 2+ years leading a guest-facing team with coaching.
• Experience setting up or growing upsells (tours, transfers).
• Familiar with Airbnb and Booking.com messaging tools.
• Comfortable tracking KPIs and guest metrics.

Responsibilities

• Own the full guest journey from enquiry to post-stay.
• Lead the guest team with shifts, coaching and hiring.
• Drive automation: design AI-assisted responses and weekly checks.
• Coordinate online check-in: IDs, deposits and access before travel.
• Manage reviews: respond to all, fix root causes and update SOPs.
• Maintain channel standing across Airbnb, Booking.com, etc., to avoid penalties.
• Foster direct and repeat bookings through excellent guest experiences.
• Operate a live guest dashboard with key KPIs.
• Handle escalations: complaints, refunds, safety, VIP guests.

Skills

Guest relations

Team leadership

Upselling experience

Airbnb/Booking.com familiarity

KPI tracking

Tools

Guest messaging platforms

Job description

ABOUT

bnbme is a hospitality-first short-term rental company with homes in Dubai, Riyadh, Munich and London, and our operations hub in Dehradun. We look after guests the way a great hotel does, and we use technology and AI to do it faster and better.

THE ROLE

You'll own the guest journey from first enquiry to post-stay, and lead the team that delivers it. Today that means running every stage hands-on. Over the coming months, automation will take over enquiries and first responses, and your focus shifts to designing the guest experience, growing in-stay revenue and making every stage a WOW moment.

WHAT YOU'LL OWN

• The full guest journey: enquiry, booking, pre-arrival, check-in, the stay, check-out and post-stay
• In-stay upsells: set up and grow excursions, spa, airport transfers and other add-ons, from finding partners to pricing and delivery
• The guest team: shifts, training, weekly coaching and hiring
• Automation: decide what our AI guest assistant handles, work with Tech to launch it, and check its answers every week
• Online check-in: ID, guest details, deposits and access sorted before every guest travels
• Reviews: collect them, reply to every one, recover low scores, and fix the root cause so the same issue doesn't happen again, updating the SOP where needed
• Channel standing: win and keep quality badges on Airbnb, Booking.com and other channels, and prevent penalties and suspensions
• Direct and repeat bookings: turn happy guests into returning guests
• A live guest dashboard, with every KPI tracked digitally
• Escalations: complaints, refunds, compensation, safety and VIP guests stay human-led, and you own them
• Day-to-day coordination with our Facilities team in Dubai, so every home is guest-ready

HOW SUCCESS IS MEASURED

• Weighted review score across all channels, with at least half of all guests leaving a review
• Guest issue resolution time
• Additional revenue per booking

WHAT YOU'LL BRING

Must-haves:

• 5+ years in guest relations, front office or guest experience in hotels, serviced apartments or holiday homes
• 2+ years leading a guest-facing team, including shifts and coaching
• You've set up or grown upsells (tours, spa, transfers)
• Confident with Airbnb, Booking.com and guest messaging tools
• Comfortable with numbers and tracking KPIs
• Based in Dehradun and able to work on-site

Nice-to-haves:

• You've built AI agents or automations in Claude or ChatGPT
• Experience in pricing or revenue management
• Knowledge of the Dubai short-term rental market

OUR VALUES

Passion, Make it happen, All in, Win-win, Work-life harmony, Loyalty, Growth, WOW guest experience.