General Manager Guest Experience

About Us Mahindra Holidays & Resorts India Ltd. (MHRIL), part of the Mahindra Group, is a leader in family holidays through vacation ownership. With resorts across India and Europe (via Holiday Club Resorts Oy), were expanding rapidlyadding 15 new destinations and targeting 10,000 rooms by FY30.

Job Purpose Lead the design, innovation, and quality assurance of resort experiences across the MHRIL network. Drive continuous improvement, mentor Curators, and deliver scalable yet culturally distinctive experiences that elevate guest delight and brand equity.

Key Responsibilities Innovation & Strategy

• Use data and trends to drive experience innovation
• Benchmark global hospitality offerings
• Design scalable Standard, Local, and Signature Experiences
• Collaborate with digital teams to embed tech into guest journeys

Team Leadership

• Mentor Curators across clusters
• Resolve escalations and ensure cross-cluster consistency
• Oversee budgets and foster collaboration

Quality Assurance

• Lead audits and set benchmarks for safety and service
• Act on guest feedback and NPS insights
• Report quality metrics to senior leadership

What Were Looking For

• Proven experience in multi-property experience design
• Strong business acumen and creative vision
• High cultural sensitivity and operational discipline
• Excellent communication and decision-making skills