Guest Experience Manager (m/f)
Rudreshwar Mahadeo Kothi by ITH Stays is a distinguished heritage residence in the heart of Varanasi’s old city, created with immense care and reverence for Varanasi’s cultural soul. We have restored a historic space to offer guests a serene, meaningful and authentic stay — blending refined comfort with the essence of timeless India.
Job Summary
Location: Rudreshwar Mahadeo Kothi by ITH Stays, Varanasi, India
Position: Guest Experience Manager
Job Type: Full-time
Start Date: Immediate
Must-have: English and Hindi language skills
Desirable: Knowledge of foreign languages (especially European)
Your Role
As Guest Experience Manager, your purpose is to curate memorable stays that embody warmth, grace, and attention to detail. You will oversee the guest journey from the first enquiry to farewell — ensuring every moment reflects our values of care, elegance, and genuine hospitality.
Your day-to-day work will encompass the key functions of front office, guest relations, housekeeping coordination, and concierge services. You will be the custodian of guest satisfaction, ensuring that our standards remain impeccable and our heritage charm never fades.
You will welcome our guests as though you were receiving them in your own home — with courtesy, confidence and a sincere smile. And in return, we shall treat you as part of our family.
You Must
- Truly care about our guests and their comfort
- Be graceful, calm and courteous under pressure
- Be exceptionally organised and attentive to detail
- Communicate clearly and confidently, both in person and in writing
- Take pride in maintaining cleanliness, order and ambience across the property
- Understand this is a business — be passionate about creating guest delight and maximising revenue
- Be digitally adept and comfortable with reservation systems
- Uphold the dignity and charm of our heritage setting at all times
You Will
- Report to the Cluster Manager
- Take ownership of the entire guest journey, ensuring every guest leaves with lasting memories
- Coordinate check-ins, reservations, and guest communication with precision and warmth
- Supervise housekeeping to maintain immaculate standards in all rooms and public spaces
- Oversee food & beverage service, ensuring smooth operation and high-quality presentation
- Offer personalised recommendations — from cultural experiences and temples to cafés and ghats
- Handle guest feedback and resolve concerns promptly and gracefully
- Ensure compliance with company policies, including Fire Safety, Health & Hygiene standards
- Manage all payment and reporting procedures with accuracy and integrity
- Conduct close-of-shift procedures with care and consistency
You Are
- Experienced in hospitality management, ideally within boutique hotels, heritage homes, or high-end guesthouses
- Fluent in English and Hindi (knowledge of additional languages, especially European, is a plus)
- Naturally courteous, dependable, and passionate about cultural hospitality
- Confident in handling operational responsibilities and leading by example
- Familiar with or willing to learn our PMS/CM system (eZee preferred)
- Flexible with regard to shift timings and responsibilities
This is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.