Guest Experience Manager - Fairmont Agra

• Serve as the primary point of contact for guest inquiries, concerns, and special requests throughout their stay
• Manage and resolve guest complaints and concerns with professionalism, ensuring satisfaction and retention
• Coordinate with all hotel departments to ensure seamless guest experiences and service delivery
• Maintain detailed guest profiles and preferences to personalise future visits and enhance loyalty
• Conduct regular property tours and familiarisation sessions for new and returning guests
• Develop and implement guest relations strategies to increase repeat bookings and positive reviews
• Monitor guest feedback through surveys, reviews, and direct communication to identify service improvement opportunities
• Liaise between guests and various departments (housekeeping, food and beverage, maintenance) to address requests promptly
• Organise special events, celebrations, and bespoke experiences for VIP and long-stay guests
• Maintain comprehensive knowledge of local attractions, dining options, and activities to provide informed recommendations
• Prepare welcome packages and personalised communications for distinguished guests
• Track and report on guest satisfaction metrics and key performance indicators
• Train and mentor guest relations staff to maintain consistent service excellence standards
• Ensure compliance with hotel policies, data protection regulations, and guest confidentiality requirements
• Contribute to the development of guest relations policies and procedures aligned with Fairmont's luxury standards

• Bachelor's degree in Hospitality Management, Hotel Administration, Business Management, or related field
• Minimum 5 years of experience in guest relations, customer service, or hospitality management roles
• Proven track record of managing guest complaints and resolving issues with professionalism and discretion
• Excellent written and verbal communication skills in English; additional languages highly desirable
• Proficiency in hotel management systems (PMS) and customer relationship management (CRM) software
• Strong organisational skills with the ability to manage multiple priorities and coordinate across departments
• Demonstrated expertise in developing and implementing guest relations strategies
• Knowledge of luxury hospitality standards and Fairmont brand values and service philosophy
• Ability to work flexible hours, including evenings, weekends, and public holidays as required
• Certification in Hospitality Management or Guest Relations from a recognised professional body
• Experience working in a luxury hotel environment or five-star property
• Proficiency in multiple languages to communicate with international guests
• Experience with event planning and coordination for VIP guests and special occasions
• Knowledge of local attractions, cultural sites, and dining establishments in Agra and surrounding regions
• Demonstrated success in improving guest satisfaction scores and online review ratings
• Experience in training and mentoring hospitality staff
• Familiarity with data protection regulations and guest confidentiality compliance requirements
• Strong interpersonal skills with the ability to build rapport with guests from diverse backgrounds

WHAT IS IN IT FOR YOU:

• Come As You Are
• Work With Purpose
• Grow, Learn and Enjoy
• Explore Limitless Possibilities