Guest Happiness Manager (GHM)

Impact Hr N Km Solutions; Nashik District; On-site; INR 240,000 - 420,000; Full time

Job summary

Impact Hr N Km Solutions is seeking a Guest Happiness Manager to lead guest experience and hospitality operations. You will be the heart of guest relations, coordinating pre-arrival details, greeting guests, and ensuring memorable stays with personalized touches and proactive service recovery.

The role requires empathy, proactive problem-solving, and a commitment to service excellence across all touchpoints.

Qualifications

• 0-1 years of experience in front office / guest services
• Experience in hospitality operations or guest relations preferred

Responsibilities

• Coordinate pre-arrival communications to map guest preferences and special requests
• Greet guests on arrival, manage check-in, and orient guests to property amenities
• Design personalized touchpoints to enhance the guest stay
• Monitor guest feedback and address issues with empathy and speed
• Collaborate with Housekeeping, Front Desk, F&B, and Maintenance to fulfill requests
• Track guest satisfaction metrics and report trends to leadership
• Support loyalty initiatives and repeat guest engagement
• Deliver staff training on service etiquette and recovery protocols
• Foster a guest-first culture across departments

Skills

Guest Relation Manager

Guest House Manager

Guest Service Officer

Guest Service Manager

Guest Delight Manager

Job description

Job Summary

We are seeking an empathetic, proactive, and energetic Guest Happiness Manager (GHM) to lead our guest experience and hospitality operations. In this role, you will be the heart of our property's guest relations-responsible for turning routine stays into extraordinary, memorable experiences. From personalized pre-arrival coordination and warm welcomes to real-time service recovery and post-stay engagement, you will ensure every guest feels valued, delighted, and cared for. The ideal candidate thrives on human connection, possesses sharp problem-solving instincts, and maintains high standards of service excellence across all touchpoints.

Responsibilities

• Coordinate pre-arrival communications to map out guest preferences, special requests, celebrations (birthdays, anniversaries), and dietary requirements.
• Personally greet guests upon arrival, oversee smooth check-in procedures, and provide orientation for property amenities, local attractions, and curated experiences.
• Design and implement personalized touchpoints (welcome notes, curated local gifts, surprise amenities) that elevate the guest stay.
• Walk the floor regularly to engage with guests, actively gather live feedback, and anticipate unexpressed needs.
• Handle guest complaints, operational glitches, or service breakdowns with empathy, speed, and discretion, executing immediate and effective service recovery.
• Coordinate cross-functionally with Housekeeping, Front Desk, F&B, and Maintenance teams to ensure guest requests and maintenance issues are fulfilled promptly.
• Review management and feedback analytics: Monitor online reviews (Google, TripAdvisor, Booking.com, OTA portals) and social media mentions, responding professionally and promptly to guest feedback.
• Track guest satisfaction scores (NPS/CSAT), identify service trends or operational gaps, and present weekly/monthly actionable feedback reports to property leadership.
• Implement loyalty initiatives and maintain repeat guest profiles to deliver consistent, customized service during return visits.
• Staff training and hospitality culture: Conduct regular training sessions for front-of-house and support staff on service etiquette, empathetic communication, active listening, and service recovery protocols.
• Foster a guest-first operational culture across all property departments.

Requirements

• Experience: 0 - 1 Years
• Industry: Front Office / Reception / Computer Operator / Assistant

Skills

• Guest Relation Manager
• Guest House Manager
• Guest Service Officer
• Guest Service Manager
• Guest Delight Manager