Job Overview:
As the Remote Guest Experience Manager for Japan, you will be responsible for ensuring that all guest requests are handled efficiently, accurately, and in alignment with The Luxe Nomad's high standards. You will oversee guest communications, support service bookings, manage payment processing, and maintain close collaboration with our partners to deliver exceptional guest experiences. This role involves supervising the Guest Experience Team, resolving guest issues, and driving continuous improvements in service quality.
Key Responsibilities:
- Guest Request Management: Oversee all guest inquiries that come through the communication channels, ensuring timely and accurate responses that meet The Luxe Nomad's standards.
- Booking & Information Accuracy: Ensure that the team accurately records all booking and guest details in Freshdesk, RoomBoss, and other portals.
- Customer Service Excellence: Focus on providing top-tier customer service by offering personalized service options and activity recommendations to guests, with a focus on up-selling where appropriate.
- Payment Assistance: Assist guests with completing bookings and payments, including creating invoices, sending payment links, and ensuring correct bank account details. Follow up on pending payments and support the team with payment-related issues as needed.
- Service Bookings Management: Oversee and support any amendments, refunds, cancellations, or credit requests for service bookings, coordinating with relevant departments to ensure smooth processing.
- Interdepartmental Handover: Facilitate seamless handovers between departments to provide guests with a smooth check-in and overall experience.
- Partner Relations: Maintain strong partnerships by adhering to agreed T&Cs and policies, initiating regular check-ins to stay updated on new properties, policies, and other developments.
- Ticket Management & Follow-ups: Conduct regular reviews of open/pending tickets to ensure timely follow-ups, hold checks, and general housekeeping of Freshdesk/CRM.
- Service Recovery: Collaborate with other stakeholders to establish service recovery procedures aimed at minimizing losses and communicating clearly with the On Ground Team.
- Guest Complaints Handling: Support the team in managing guest complaints, ensuring issues are addressed quickly and effectively.
- Reporting & Tracking: Generate reports for internal use and coordinate with the Head of Department (HOD) to track performance and guest feedback.
- Training & Quality Support: Assist the Training & Quality Team in designing frameworks for training new and existing team members. Ensure training aligns with HQ standards and supports continuous improvement.
- Partner Directory Updates: Oversee updates to the partner directory and manage team communication regarding changes, updates, and feedback from partners.
- Issue Troubleshooting: Support the team in troubleshooting complex guest situations (e.g., service recovery, discount issues) and technical/system-related issues.
- Performance Management: Collaborate with the HOD to set KPIs and performance targets for the team, strategizing with the Training & Quality Team to address areas needing improvement.
- Partner Onboarding: Ensure that new partner onboarding is completed efficiently and aligns with company standards.
- Representation & Meetings: Represent the Guest Experience Team in internal meetings and contribute to discussions and decisions affecting guest experience.
