Job Summary
We are seeking an experienced and dynamic Head – Guest Experience & Operations to lead and oversee all aspects of guest satisfaction, property operations, service excellence, and team performance across our portfolio of luxury villas and vacation rental properties.
The ideal candidate will possess 12–15 years of experience in luxury villa rentals, vacation homes, resorts, or reputed hotel chains and demonstrate a proven ability to drive operational excellence, elevate guest experiences, and build high-performing teams.
This role will be responsible for ensuring seamless operations, maintaining service standards, managing stakeholder relationships, and implementing strategies that enhance guest satisfaction, operational efficiency, and business growth.
Key ResponsibilitiesGuest Experience Leadership
- Design and implement guest experience strategies that deliver exceptional service throughout the guest journey.
- Monitor guest feedback, reviews, and satisfaction metrics across all channels.
- Drive continuous improvement initiatives to enhance guest engagement and loyalty.
- Ensure timely and effective resolution of escalated guest complaints and service recovery situations.
- Establish and maintain luxury hospitality service standards across all properties.
Operations Management
- Oversee day-to-day operations of all villa and vacation rental properties.
- Ensure properties are maintained to the highest operational and quality standards.
- Develop, implement, and monitor SOPs for all operational functions.
- Conduct regular operational audits and inspections to ensure compliance and consistency.
- Ensure seamless coordination between Guest Relations, Reservations, Housekeeping, Maintenance, and Property Management teams.
Team Leadership & Development
- Lead, mentor, and develop multi-functional teams across guest relations and operations.
- Establish departmental goals, KPIs, and performance standards.
- Conduct performance reviews and succession planning initiatives.
- Foster a culture of accountability, ownership, collaboration, and service excellence.
- Identify training needs and implement development programs.
Property & Owner Relations
- Build and maintain strong relationships with property owners and stakeholders.
- Act as the primary escalation point for owner concerns and operational issues.
- Ensure owner expectations are consistently met through proactive communication and service delivery.
- Support onboarding and operational integration of new properties.
Revenue & Business Performance
- Collaborate with Revenue Management and Sales teams to optimize occupancy and profitability.
- Monitor key performance metrics and operational costs.
- Recommend initiatives that improve operational efficiency and guest retention.
- Support strategic growth plans and business expansion initiatives.
Quality Assurance & Compliance
- Ensure compliance with all regulatory, legal, health, and safety requirements.
- Develop quality assurance frameworks and service benchmarks.
- Conduct periodic audits and implement corrective action plans.
- Ensure consistent adherence to company policies and hospitality standards.
Reporting & Analytics
- Prepare and present regular operational performance reports to senior leadership.
- Analyze guest feedback, complaint trends, service metrics, and operational KPIs.
- Use data-driven insights to improve service quality and operational effectiveness.
Key Performance Indicators (KPIs)
- Guest Satisfaction Score (GSS)
- Net Promoter Score (NPS)
- Online Review Ratings
- Guest Complaint Resolution Time
- Occupancy & Repeat Guest Percentage
- Property Audit Scores
- Owner Satisfaction
- Team Retention & Productivity
- Operational Compliance Scores
Qualifications & Experience
- Bachelor's Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
- Master's Degree preferred.
- Minimum 12–15 years of progressive experience in hospitality operations and guest experience management.
- Mandatory experience in luxury villa rentals, vacation rental businesses, resorts, serviced villas, or reputed hotel chains.
- Minimum 5 years in a senior leadership role managing multi-property operations.
- Strong understanding of luxury hospitality standards and guest service excellence.
- Experience managing large teams and cross-functional departments.
- Proven ability to drive operational improvements and business growth.
Skills & Competencies
- Leadership & Team Development
- Luxury Guest Experience Management
- Hospitality Operations Management
- Service Recovery & Conflict Resolution
- Strategic Planning & Execution
- Stakeholder & Owner Management
- Revenue Awareness & Cost Control
- Process Improvement
- Data Analysis & Reporting
- Excellent Communication & Relationship Management Skills
Preferred Industry Background
Candidates from luxury villa rental companies, boutique hospitality groups, resorts, premium serviced apartments, or established hotel chains such as Marriott, Taj, Oberoi, Hyatt, Hilton, IHG, Accor, or similar hospitality brands will be preferred.
Pay: ₹80,000.00 - ₹125,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
