Customer Experience Manager

2 days ago

Dombivli, Maharashtra, India beBeeService Full time ₹ 90,00,000 - ₹ 1,20,00,000

About the Role

This position is responsible for delivering exceptional assistance and support to guests, ensuring their needs are met promptly and effectively.

The ideal candidate will handle guest inquiries, provide information, and resolve issues to enhance the overall guest experience.

Key Responsibilities

  • Facilitating Guest Arrangements: Coordinate arrival and departure activities for VVIPs, VIPs, and CIPs, providing an outstanding travel experience.
  • Providing Information and Guidance: Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
  • Improving Service Delivery: Participate in initiatives aimed at enhancing service delivery and guest relations at CSIA, gathering feedback to identify areas for improvement and sharing insights with management.
  • Crisis Management: Assist in managing guest-related incidents during crises by providing clear, calm information and directions to guests, following established protocols to ensure guest safety and escalating critical issues to supervisors.
  • Managing Passenger Flow: Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience minimal delays.
  • Data Analysis and Reporting: Ensure timely and accurate collection, analysis, and reporting of guest feedback and service performance data, preparing detailed reports for senior management.
  • Stakeholder Collaboration: Liaise with internal departments and external stakeholders to ensure cohesive and efficient service delivery.

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