Hospitality Excellence Manager

6 days ago


Islamabad, Islamabad, Pakistan Cheezious Pakistan Full time

About Us

Cheezious Pakistan aims to revolutionize the food service industry by providing unparalleled customer experiences. We believe that happy guests are the key to our success, and we strive to exceed their expectations at every turn.

Job Title: Customer Experience Manager

Job Summary

We are looking for a seasoned Customer Experience Manager to join our team. As a Customer Experience Manager, you will be responsible for developing and implementing strategies to enhance the overall customer experience, analyzing feedback, and training staff on best practices.

Responsibilities:

  1. Develop Customer Experience Strategies: Create initiatives to boost guest satisfaction and loyalty through enhanced services and communication channels.
  2. Analyze Customer Feedback: Gather insights from various sources (online reviews, surveys, direct feedback) to pinpoint areas for improvement and inform data-driven decisions.
  3. Train Staff: Design and deliver training programs focusing on hospitality, communication, and problem-solving skills for all staff members.
  4. Collaborate with Teams: Work closely with kitchen and management teams to address customer feedback, optimize operational efficiency, and maintain high-quality standards.
  5. Manage Online Reputation: Monitor and respond to online reviews and comments to ensure a positive digital presence.
  6. Implement Loyalty Programs: Develop and manage initiatives to reward loyal customers and encourage repeat business.
  7. Leverage Technology: Utilize technology to streamline processes, enhance the customer experience, and stay competitive in the market.
  8. Collaborate with Marketing: Work with the marketing team to ensure a cohesive brand experience across all touchpoints.
  9. Track Customer Experience Metrics: Analyze data to measure the effectiveness of customer experience initiatives and make informed decisions.

Requirements:

  • Minimum of 6-8 years of relevant experience in customer service or customer experience management, preferably in the restaurant/hospitality industry.
  • Strong understanding of customer experience principles and best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to analyze data and generate actionable insights.
  • Proficiency in using customer feedback tools and platforms.


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