Guest Experience Manager

Seraphin Ventures; United States; Hybrid; USD 4,000 - 5,400; Full time

Job summary

Sera Stays is seeking a Guest Experience Manager; Bangalore preferred, remote considered. You will be the single point of contact for guests from enquiry to post-stay follow-up, coordinating with housekeeping and maintenance to ensure seamless stays and strong review scores.

We value a calm, professional demeanor, excellent English, fluency in Hindi, and CRM proficiency. Expect growth as the portfolio expands beyond 30 properties, with an eye toward leading a junior guest experience executive.

Qualifications

• At least 3 years in a guest-facing hospitality role.
• Excellent spoken and written English; fluent Hindi; Tamil is a strong advantage.
• Calm, warm and professional under pressure.
• Strong organisation and attention to detail; comfortable with a CRM task list.
• Available 9:30am to 6:30pm, six days a week; replies to guest enquiries within 30 minutes.

Responsibilities

• Handle all guest communication across booking platforms, WhatsApp and phone: promptly, warmly and professionally.
• Run the guest lifecycle in our CRM: pre-arrival call, welcome call, departure call and review follow-up for every booking.
• Coordinate check-ins and check-outs with the property teams and resolve issues calmly when things do not go to plan.
• Own reviews: reply to every review, pursue removals where justified, and report weekly on ratings and response times.
• Handle guest registration and compliance paperwork for foreign guests.
• Raise and follow maintenance and housekeeping tickets to closure.

Skills

Guest relations

English fluency

Hindi fluency

Tamil a strong advantage

CRM experience

Attention to detail

Time management

Tools

CRM system

Job description

Guest Experience Manager, Bangalore preferred, remote considered

Monthly salary: Rs.40,000 plus incentives.

About us: Sera Stays is a professionally managed short-term rental company operating 21 properties across Goa, Mumbai and Pondicherry. We manage boutique villas and curated homes on Airbnb, MakeMyTrip and our own website. Behind every property is a team that takes hospitality seriously, and we are looking for someone who does too.

About the role

You are the single point of contact for our guests, from the first enquiry, through the stay, to the follow-up after checkout. You coordinate with our housekeeping, maintenance and property teams so every stay runs smoothly, and you own our review reputation. You report to the founder and work closely with our Business Operations Manager.

We would prefer you to be in Bangalore, where we plan a small shared office. Strong candidates in other cities working from home will be considered. Either way you get a company phone number and a CRM dialler from day one; guests never contact your personal number.

This is a role with real room to grow. As the portfolio grows towards 30 properties you will help hire and lead a junior guest experience executive. If you take pride in making people feel genuinely looked after, and you want to build something rather than just run a desk, this may be the right fit.

What you will do

• Handle all guest communication across booking platforms, WhatsApp and phone: promptly, warmly and professionally.
• Run the guest lifecycle in our CRM: pre-arrival call, welcome call, departure call and review follow-up for every booking, each task closed only when the work is done.
• Coordinate check-ins and check-outs with the property teams and resolve issues calmly when things do not go to plan.
• Own reviews: reply to every review, pursue removals where justified, and report weekly on ratings and response times.
• Handle guest registration and compliance paperwork for foreign guests.
• Raise and follow maintenance and housekeeping tickets to closure.

What we are looking for

• At least 3 years in a guest-facing hospitality role, ideally hotel front office or guest relations.
• Excellent spoken and written English. Fluent Hindi required. Tamil is a strong advantage.
• A calm, warm and professional manner, especially under pressure.
• Strong organisation and genuine attention to detail; comfortable living in a CRM task list.
• Available 9:30am to 6:30pm, six days a week, with replies to guest enquiries within 30 minutes. Outside those hours the only duty is a short check on messages from guests arriving today or tomorrow.