Experience Manager I Quản lý Trải nghiệm Khách hàng

Oversee the daily operations of the Experience Department to ensure exceptional guest experiences and seamless service delivery.
Lead, coach, and develop the Experience team, including staffing, training, scheduling, and performance management.
Curate and deliver personalized experiences for VIP and special guests, ensuring high levels of satisfaction and attention to detail.
Coordinate guest activities, excursions, and resort experiences, ensuring safety standards and service excellence are consistently met.
Manage guest feedback and service recovery processes to achieve optimal guest satisfaction.
Ensure compliance with Six Senses standards, LQA requirements, and sustainability initiatives.
Collaborate closely with Front Office and other departments to ensure smooth operations and effective communication.
Oversee departmental budgeting, inventory control, assets, and operational equipment maintenance, including bicycles, motorbikes, and boats.
Monitor operational performance, prepare reports, and recommend improvements to enhance guest experience and efficiency.
Support recruitment, onboarding, and talent development initiatives within the department.
Respond to emergency situations in accordance with resort policies and procedures.