Guest Experience Manager bnbme Holiday Homes | Dehradun, India | On-site | Full-time

ABOUT bnbme is a hospitality-first short-term rental company with homes in Dubai, Riyadh, Munich and London, and our operations hub in Dehradun. We look after guests the way a outstanding hotel does, and we use technology and AI to do it faster and better.

THE ROLE

You'll own the guest journey from first enquiry to post-stay, and lead the team that delivers it. Today that means running every stage hands-on. Over the coming months, automation will take over enquiries and first responses, and your focus shifts to designing the guest experience, growing in-stay revenue and making every stage a WOW moment.

WHAT YOU'LL OWN

- The full guest journey: enquiry, booking, pre-arrival, check-in, the stay, check-out and post-stay
- In-stay upsells: set up and grow excursions, spa, airport transfers and other add-ons, from finding partners to pricing and delivery
- The guest team: shifts, training, weekly coaching and hiring
- Automation: decide what our AI guest assistant handles, work with Tech to launch it, and check its answers every week
- Online check-in: ID, guest details, deposits and access sorted before every guest travels
- Reviews: collect them, reply to every one, recover low scores, and fix the root cause so the same issue doesn't happen again, updating the SOP where needed
- Channel standing:



win and keep quality badges on Airbnb, Booking.com and other channels, and prevent penalties and suspensions
- Direct and repeat bookings: turn happy guests into returning guests
- A live guest dashboard, with every KPI tracked digitally
- Escalations: complaints, refunds, compensation, safety and VIP guests stay human-led, and you own them
- Day-to-day coordination with our Facilities team in Dubai, so every home is guest-ready

HOW SUCCESS IS MEASURED

- Weighted review score across all channels, with at least half of all guests leaving a review
- Guest issue resolution time
- Additional revenue per booking

WHAT YOU'LL BRING

Must-haves:

- 5+ years in guest relations, front office or guest experience in hotels, serviced apartments or holiday homes
- 2+ years leading a guest-facing team, including shifts and coaching
- You've set up or grown upsells (tours, spa, transfers)
- Strong written English
- Confident with Airbnb, Booking.com and guest messaging tools
- Comfortable with numbers and tracking KPIs
- Based in Dehradun and able to work on-site

Nice-to-haves:

- You've built AI agents or automations in Claude or ChatGPT
- Experience in pricing or revenue management
- Knowledge of the Dubai short-term rental market

- OUR VALUES Passion, Make it happen, All in, Win-win, Work-life harmony, Loyalty, Growth, WOW guest experience.

📌 Guest Experience Manager (Uttarakhand)
🏢 bnbme holiday homes by hoteliers
📍 Uttarakhand