Guest Experience Manager

About The Greendoor Villa (TGDV)

The Greendoor Villa is a premium hospitality brand focused on delivering memorable stays through exceptional properties, thoughtful service, and personalised guest experiences. With a strong presence across Goa and Dubai, TGDV has built its reputation around high guest ratings, Superhost-level service standards, and attention to detail.

Role Overview

We are looking for a Guest Experience Manager to take ownership of the complete guest experience at TGDV North Goa.

You will be the face of the property for our guests and the central point of coordination between guests, housekeeping, maintenance and management. The ideal candidate is highly organized, hospitality-focused, proactive, and comfortable handling both people and problems.

The goal is simple: make every guest feel welcomed, cared for, and confident that they have chosen the right place to stay.

Key Responsibilities

1. Guest Experience

• Manage the complete guest journey from booking confirmation to post-checkout.
• Oversee guest arrivals, welcome experiences, check-ins and check-outs.
• Build a warm and personalised relationship with guests.
• Understand guest requirements and proactively anticipate their needs.
• Assist guests with recommendations for restaurants, beaches, experiences, transport and local activities.
• Handle guest requests promptly and ensure proper closure.

2. Guest Communication

• Maintain timely and professional communication with guests through WhatsApp, Airbnb, call and other channels.
• Ensure guests receive all relevant pre-arrival information.
• Communicate house rules, check-in instructions and property information clearly.
• Follow up with guests during their stay to ensure everything is going smoothly.
• Encourage satisfied guests to leave 5 star reviews without being intrusive.

3. Complaint & Issue Resolution

• Take ownership of guest complaints and resolve them quickly and professionally.
• Act as the first escalation point for service-related issues.
• Coordinate with housekeeping and maintenance teams to resolve problems.
• Handle difficult situations calmly while protecting TGDV's service standards and commercial interests.
• Escalate serious issues to management when required.

4. Caretaking Team Management

• Coordinate daily with housekeeping and maintenance
• Conduct regular training of existing caretaking staff members
• Manage the hiring and replacement of the caretaking team reporting to you
• Handhold the work of new joinees to ensure so lag in the service quality

5. Reviews & Service Quality

• Monitor guest feedback and reviews across Airbnb and other platforms.
• Identify recurring complaints or areas for improvement.
• Develop initiatives to improve guest satisfaction and review scores.
• Maintain TGDV's hospitality standards consistently.
• Track guest feedback and share actionable insights with management.

6. Upsell & Cross sell

• Identify and execute cross sell opportunities with guests like arranging taxis, airport transfers, rentals, activities, restaurants and other services.
• Upsell upgrade properties to the incoming guests
• Build and maintain relationships with reliable local vendors.
• Ensure recommended vendors meet TGDV's quality and service standards.

Candidate Profile

We are looking for someone who:

• Has 2–5 years of experience in hospitality, luxury villas, hotels, resorts, Airbnb/holiday homes or guest relations.
• Has excellent verbal and written communication skills.
• Is comfortable communicating with guests from different backgrounds.
• Has strong problem-solving and people-management abilities.
• Is highly organised and detail-oriented.
• Can work independently and take ownership.
• Is comfortable using WhatsApp, Airbnb and basic digital tools.
• Has good knowledge of North Goa's restaurants, beaches, nightlife and experiences or is willing to learn quickly.
• Is comfortable working flexible hours, including weekends and holidays.
• Has a warm, positive and service-oriented personality.

What We Value

At TGDV, we believe great hospitality is not about simply responding to requests. It is about anticipating them.

We are looking for someone who:

• Notices the small things.
• Takes ownership instead of giving excuses.
• Solves problems before they become complaints.
• Treats every guest as important.
• Takes pride in the property.
• Understands that a five-star experience is created through hundreds of small details.

Ideal candidate: Someone who thinks like a hotelier, acts like a host, and takes full ownership