Sr. Experience Manager
About the Job
Backpacker Panda is a new vibrant start-up company on the block with passion towards creating a data driven company and changing the way people backpack, travel, hike and bike in India. We are looking for a Sr. Experience Manager who is ready to work in an exciting start-up. You are hands-on team player with entrepreneurial spirit.
Job Location - Mumbai (Colaba)
Guest management & guest engagement activities
Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner.
Organize events and activities approved by the head office at the hostel.
Provide routine feedback, coaching, and mentorship to team.
Make workforce management decisions to ensure that we hit our service level across all channels
Handle all escalated customer issues and develop creative solutions to trends in problems that may develop
Follow check in and check out procedure for all guests.
Complete C - form for Foreign Guest and it must be completed within 24 Hrs from check in time for all foreign travellers.
Facilitate quick check in and check out following the protocols.
Handover the Backpacker Panda City guide map and walk through the map for them.
Inform the guests about the facilities we have at the hostel.
Update cash in and cash out sheet.
Arrange transportation to guests on request.
Co-ordinate with Property Manager/Head office for smooth daily operations.
Co-ordinate with local vendors for laundry and article.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
Ensuring the property rooms and washrooms are clean at all time.
Maintain orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean all the times.
Report maintenance issues and malfunctioning appliances to the manager for quick repair in order to ensure guest's comfort and satisfaction.
Customer focus with a passion for solving problems and seeking out innovations in a fast-paced environment
2-3+ years experience in customer experience with at least 2 years of experience managing a team and providing direct feedback
Age 28 yrs - 36 yrs
Must have experience maintaining and developing operational statistics and results reporting
Experience and knowledge in improving customer service metrics
Extensive organizational and time management skills – must be able to multitask constantly throughout the work day
A strong work ethic with a positive approach and great energy
Empathy and mastery of effective listening
Knowing any other language is a plus.
Working knowledge on excel and word.
What you can expect from us
To be treated as a partner. Your opinion on every aspect of product and process is important.
Your work will be evaluated solely based on the results.
Healthy, holistic work environment.
Best tools and equipment.
The work process aimed at minimizing interruptions. We want you to be productive and have fun at work.
We'll support you to learn the best new technologies and grow professionally.