Head of Guest Experience – Resorts

7 days ago

Mumbai Metropolitan Region, IN Mahindra Holidays & Resorts India Limited Full time

We are seeking a dynamic leader to elevate guest experience across our resort network. This is a strategic and operational role focused on embedding brand standards, optimizing service delivery, and driving continuous improvement.

What You’ll Do

  • Lead resort operations (front office, housekeeping, F&B, guest services) with hands-on expertise.
  • Collaborate with resort GMs and department heads to ensure brand standards are consistently executed.
  • Design and implement quality assurance frameworks and optimize SOPs across guest touchpoints.
  • Analyze guest feedback (NPS, surveys, reviews) to drive continuous improvement.
  • Define and implement the “Resort Experience Strategy”, mapping every guest interaction from booking to checkout.
  • Benchmark against luxury and experiential travel leaders to ensure competitive differentiation.

Ideal Candidate

  • 15–20+ years in the hospitality industry, with significant resort operations experience.
  • Proven track record in guest experience transformation and multi-location operations leadership.
  • Strategic thinker with operational depth—able to work at the corporate level and lead on-ground execution.
  • Strong stakeholder management and cross-functional leadership skills.

Why Join Us?

  • Opportunity to shape guest experience strategy across a diverse resort portfolio.
  • Work with passionate teams committed to service excellence.
  • Be part of a brand that values innovation, quality, and memorable experiences.

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