Sr. Experience Manager

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)

Your Responsibilities

  • 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.

Your Profile

  • 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.

Join Us

  • For more information please send your CV with subject “Sr. Experience Manager - BPP Mumbai” to hr@backpackerpanda.com

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