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Customer Experience Manager

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Al Forsan International Sports Resort Full time
About the Role

As a Customer Experience Manager at Al Forsan International Sports Resort, you will be responsible for overseeing the end-to-end journey of every customer internally and externally. This entails receiving daily revenue, including cash or credit card collections, and posting in the POS system from staff.

Your role includes ensuring staff provide professional and qualitative service-oriented focus to our guests, making their visit to Al Forsan a memorable experience.

You should be an excellent communicator who can stay positive when facing difficult situations, especially when conflicts and complaints arise, as you will be part of the decision-making process.

This position requires reliability and guest orientation, serving as a primary point of contact for our staff and guests, ensuring the entire customer journey is world-class.

Key Responsibilities

  • Offer consistent professional, friendly, warm, and engaging service to staff and guests alike.
  • Ensure a warm welcome and register guests in accordance with SOPs.
  • Ensure a farewell and invite guests for future visits in accordance with established standards.
  • Manage day-to-day guest issues and ensure staff achieve membership targets as assigned.
  • Collect payments cash or cards for membership fees and cooperate with other departments if required.
  • Maintain the Guest Service Desk, ensuring it is manned, operationally prepared, and stocked to be available for guests as a point of contact.
  • Maintain guest privacy by not disclosing any details.