Responsibilities
- Oversee guest experience and service delivery execution for Pranaam Services
- Overseeing recruitment and training of frontline team members
- Develop and execute learning strategies for up-skilling of resources
- Develop Quality Controls to ensure adherence to set protocols and policies
- Ensure holistic development towards building of strong relationship management program with internal and external stakeholders
- Oversee Feedback Management & ensure continuous enhancement through process re-engineering & waste elimination
- Develop & Lead an inclusive work culture with stakeholders management (Internal & External)
- Ensure optimum operational efficiency by maximizing productivity of all mechanical & human resources
- Voice of customer (VoC),customer insight and understanding
- Deliver a first class, pre-emptive guest lifecycle that develops a successful long term guest relationship, deliver high level of guest satisfaction
Key Elements of the Role
- Guest Experience Management
- Feedback Management & Analysis
- Team Management
- People Development & Competency Enhancement
- Learning & Development
- Service Delivery Planning & Execution
- CRM Management
- MIS preparation
Qualifications
Any graduate from an institute recognized by UGC/AICTE
Experience in Quality Management- Preferred certification on Six Sigma, Lean Management, etc.
Essential : 10-11 years of experience in the field of operations in service industry
Desired : Prior experience in Hospitality, Cruise, Aviation, Retail &Banking
