รายละเอียด

Leader: Guest Experience Executive (Command Center)

Base at Coral Headquarters Phuket Town

Team Name: Guest Experience Concierge

***Role Overview
The Guest Experience Executive (Command Center) will lead the newly formed Guest Experience Concierge team. This vital role is responsible for overseeing all real-time guest interactions, service recovery, and operational communication originating from the centralized Command Center. The goal is to ensure a seamless, high-quality, and proactive guest experience across all touchpoints, acting as the primary escalation point for complex guest issues and coordinating swift cross-departmental solutions.

***Key Responsibilities
Team Leadership and Management
●Recruit, train, mentor, and manage the Guest Experience Concierge team, fostering a culture of excellence, empathy, and proactive problem-solving.
●Establish team schedules, performance standards, and operational procedures for 24/7 coverage within the Command Center environment.
●Conduct regular team meetings, performance reviews, and continuous coaching to ensure service level agreement (SLA) adherence and high guest satisfaction scores.
●Analyze and monitor guest reviews and feedback.

***Command Center Operations
●Directly oversee the real-time monitoring of all guest communication channels (e.g., chat, SMS, internal service requests) and operational metrics.
●Serve as the highest-level escalation point within the Command Center for critical or sensitive guest issues, ensuring swift, appropriate, and satisfactory resolution.
●Coordinate with all department , operations, technology, and maintenance teams to address systemic issues impacting the guest experience.
●Ensure accurate logging and tracking of all service requests and incidents, using data to inform continuous improvement efforts.

***Strategic Guest Experience
●Develop and implement proactive service recovery protocols and communication strategies.
●Analyze guest feedback and operational data from the Command Center to identify recurring pain points and opportunities for enhancing the overall guest journey.
●Collaborate with senior management to align Command Center operations with the company’s broader guest experience vision and strategic goals.

***Qualifications
●Experience: Minimum of 5 years of progressive experience in hospitality, customer service management, or a centralized operations/command center environment, with at least 2 years in a leadership role.
●Skills: Exceptional leadership, communication, and interpersonal skills. Proven ability to handle high-stress situations and complex service recovery with professionalism and empathy. Strong analytical skills and proficiency in using CRM systems, operational dashboards, and communication platforms.
●Attributes: Detail-oriented, highly organized, proactive, and committed to delivering world-class service. Must be capable of working flexible hours, including weekends and holidays, as required by a 24/7 operation
●AI/System/Technology

***Reporting Structure
This position reports directly to TBA
and will also serve as the primary liaison with the Headquarter teams, collaborating closely with the IT department to establish and refine the department's system workflows and operational setup.