Service Experience Manager

5 days ago


Lahore, Punjab, Pakistan HR Outsourcing and Consulting Full time
Service Experience Manager

A key role in ensuring seamless and memorable guest experiences, our Service Experience Manager will be responsible for analyzing customer feedback and providing strategic direction to improve overall ratings.

Main Responsibilities:
  • Deliver Exceptional Guest Service: Provide flawless, upscale, professional, and high-class guest service experiences, exceeding expectations at all times.
  • Analyze Customer Feedback: Conduct thorough analysis of customer feedback, identifying areas of improvement and developing strategies to enhance overall rating.
  • Anticipate and Meet Guest Needs: Respond promptly to guests' needs, anticipating and meeting their unstated requirements.
  • Resolve Guest Complaints: Actively listen to and resolve guests' complaints in a timely and professional manner.
  • Oversee Arrivals and Departures: Coordinate and manage the arrivals and departures of special guests (VIPs, SAs, etc.).
  • Coordinate Staff Communication: Facilitate communication between guests and staff, ensuring complete service recovery.
  • Promote Amenities: Promote all amenities, conveniences, and programs offered to enhance guest experience.
  • Lead the Guest Relations Team: Direct, coach, and manage the guest relations team to ensure adherence to standards and operating procedures.
  • Performance Appraisal: Appraise team performance and produce reports to track progress.

Familiarity with industry trends and proficiency in English are highly valued. A degree in hospitality management, business administration, or a related field is required.



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