Director of Guest Experience

Location: Bengaluru

Company Description

The Leela Bhartiya City Bengaluru - Hotel Conventions Residences is a luxury hotel located within a vibrant “city within a city” in Bengaluru’s Special Economic Zone. Perfectly positioned, it offers seamless access to Bengaluru’s IT corridor, Financial District, the airport, and nearby parks, lakes, and nature trails. Guests can enjoy elegantly designed suites with world-class amenities, global culinary experiences at its renowned restaurants, and relaxing moments by the pool.

The hotel embodies the dynamic energy of Bengaluru while preserving traditions such as The Leela’s iconic lamp-lighting ritual.

Role Description

The Director of Guest Experience is a full-time, on-site role located in Bengaluru. The role involves overseeing the guest service operations to ensure exceptional customer experiences, developing strategies to enhance customer satisfaction, and managing a team to deliver premier hospitality services. The director will collaborate with various departments to address guest feedback and implement process improvements while upholding the high standards of The Leela brand.

The ideal candidate will act as a key leader in creating a welcoming and memorable guest experience.

Qualifications

- Strong expertise in Customer Satisfaction, Customer Service, and Customer Experience to deliver memorable guest interactions and address feedback effectively.
- Proven experience in Customer Service Management and Team Management to lead, train, and motivate staff in achieving excellence.
- Exceptional interpersonal, leadership, and communication skills to foster collaboration across departments.
- Ability to develop and implement strategies for continuous improvement in guest services and operational efficiency.
- Experience in the luxury hospitality industry is highly preferred.
- Bachelor’s degree in Hospitality, Business Administration, or a related field is preferred.