Guest Experience Manager

Company Description Bagaichā is a pioneering culinary ecosystem and the No. 1 restaurant in Nepal, bringing 17 distinct restaurant concepts together under one roof. All concepts are owned and operated in-house, creating a highly collaborative environment for hospitality and culinary professionals. Team members benefit from exposure to diverse cuisines, service styles, and guest expectations, fostering continuous learning and innovation. Bagaichā champions experimentation, cross-functional collaboration, and excellence in service, aiming to redefine the future of Nepali hospitality. Individuals who value creativity, teamwork, and high standards will find a dynamic and growth-oriented workplace at Bagaichā.

Job Summary

The Guest Experience Manager is responsible for ensuring guests receive exceptional service throughout their journey. This role oversees guest relations, service quality, complaint resolution, and team performance to create memorable guest experiences while maintaining the organization's service standards.

Roles and Responsibilities

• Welcome guests and ensure a positive and memorable experience from arrival to departure.
• Develop and maintain high standards of customer service across all departments.
• Handle guest complaints, concerns, and special requests promptly and professionally.
• Monitor guest satisfaction through feedback, surveys, and reviews, and implement improvements where needed.
• Train, coach, and motivate staff to deliver outstanding guest service.
• Coordinate with housekeeping, front office, food and beverage, and other departments to ensure seamless guest experiences.
• Ensure VIP guests and special events receive personalized attention.
• Maintain accurate guest records and follow up on guest preferences and feedback.
• Monitor service quality and ensure compliance with company policies and hospitality standards.
• Prepare reports on guest satisfaction, service performance, and improvement initiatives.
• Support the implementation of guest engagement programs and loyalty initiatives.
• Ensure a safe, welcoming, and professional environment for guests and employees.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field.
• Minimum of 3–5 years of experience in hospitality, guest relations, customer service, or hotel operations, with at least 1–2 years in a supervisory or managerial role.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and team management abilities.
• Exceptional problem-solving and conflict-resolution skills.
• Customer-focused with a passion for delivering outstanding guest experiences.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in Microsoft Office and hotel/property management systems (PMS).
• Strong organizational and time-management skills.
• Flexibility to work weekends, holidays, and shifts as required.
• Fluency in English; additional languages are an advantage.