Hiring Freshers - Guest Happiness Manager (GHM) - Nashik

Position 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.

Key Responsibilities & Duties

Guest Journey & Experience Curation:

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.

Real-Time Service Delivery & Issue Resolution:

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 & Feedback Analytics:

Monitor online reviews (Google, TripAdvisor, , 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 & 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.

• Experience

  0 - 1 Years

• No. of Openings

  1

• Education

  Graduate

• Role

  Guest Happiness Manager

• Industry Type

  Hospitals / Medical / Healthcare Equipments

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face Interview Location

  Impact HR and KM Solutions Near Canada Corner Signal Ravi Chambers Basements Below Laminate Gallery, Nashik