1. Guest Experience Management: - Ensure exceptional service is provided to all guests throughout their stay or visit. - Address guest inquiries, complaints, and feedback promptly and professionally. 2. Team Supervision Support: - Train and manage guest relations staff to maintain high service standards. - Coordinate with other departments to deliver seamless experiences. 3. Customer Experience Excellence: - Empathise with their guests, their needs and preferences to provide personalized healing program/experience. - Maintain records of guests/patients. 4. Problem Resolution: - Handle and resolve guest complaints or issues efficiently. - Implement service recovery strategies to ensure guest satisfaction. 5. Relationship Building: - Develop and nurture positive relationships with guests to encourage loyalty. - Collect and act on guest feedback to improve services along with the Program Manager and all other stakeholders. 6. Operational Oversight: - Oversee the execution of special events, VIP arrangements, and guest requests. - Ensure the premises is well-maintained and welcoming. 7. Reporting and Analysis: - Track guest satisfaction metrics and report findings to management. - Identify trends and suggest improvements to enhance the guest experience. Designation Reporting Into DoJ Key Traits Work Timings & Days Experience Manager Program Manager March 1, 2025 Empathy, Excellent communication skills, Integrity, Eye for details, prior experience in working with startups, creating programs, workshops, delivery, admin experience, Excellent people skills. 2-3 years of experience in retail/ hospitality/event mgmt. or any other relevant fields. 9 to 6, 6 days a week, 4 days off per month (Based on monthly schedule and mutual discussions). Experience Manager, CH2 World Foundation 8. Brand Representation: - Uphold and promote the organization’s values, image, and standards in all interactions. 9. Resource and Inventory Management: - Ensure availability of necessary tools, equipment, and materials for guest experience. - Monitor inventory levels and coordinate procurement as needed via the Admin Associate. 10. Compliance and Policy Adherence: - Ensure organizational policies and procedures are followed. - Stay updated on regulations and ensure compliance.