Head - Service Excellence - Hospitality

Head - Service Excellence

Experience: 10+ years.

Qualification: Graduate/Masters

Industry: Hospitality/Hotel

Please find the Job description below:

- Work in line with customer-facing employees to ensure high quality customer interface, digitize customer interactions & work on ensuring customer delight in every customer work flow.

- Identify & reduce drivers of dissatisfaction from Customers & find enhancers to ensure customer delight.

- Train all customer-facing employees and empower to convert daily customer interaction into a great Customer Experience.

- Guide & train OP & IP team to meet and greet customer to benchmark the quality of service as per company tandard.

- Designing learning courses and conducting workshops for customer facing employees.

- Look into areas of infrastructure & food as customer delight opportunities and revolutionize the same.

- Streamline by creating a robust feedback mechanism that has all the listening and learning ports available to capture Customer feedback from all touch points.

- Customize framework that captures feedback and converts them into qualitative & quantitative data that is best to use for developing and improving services to drive Customer Experience.

- Chart out training needs & mapping customer and employee engagement to raise the bar on Customer Experience.

- Provide insights to transform structure, process, people and culture withcompany.

- Be a customer service evangelist, championing the use of best practices to engender a customer service mindset from the top down.

- Stay up to date with the latest practices with competitors on customer service & look for parallels on great customer experience in other industries.