Guest Experience Manager

• Location: Air Maniax Ahmedabad
• Department: Customer Experience
• Experience: 1–3 years preferred
• Education: Graduate preferred
• Employment Type: Full-time
• Reports To: Centre Head / Customer Experience Manager

Role Purpose

Handle customer enquiries professionally to provide timely and accurate information.

Address general customer queries regarding tickets, timings, activities, offers, packages, venue rules, and policies.

Ensure a smooth and positive experience for customers from first contact to resolution.

Key Responsibilities

Respond promptly to customer enquiries received via phone, WhatsApp, website, social media, and walk-ins.

Provide clear and helpful information about venue services, packages, and promotions.

Resolve customer issues and complaints with empathy and professionalism.

Maintain detailed records of customer interactions and update CRM/lead tracker with enquiry details, call status, and follow-up actions.

Coordinate with Operations and Centre teams to ensure customer satisfaction and smooth service delivery.

Identify and communicate upselling opportunities when appropriate, such as on packages or additional services.

Ensure 100% follow-up discipline on active enquiries until resolution or closure.

Candidate Profile

Strong telephone communication and customer-handling skills.

Excellent command of Hindi and English; knowledge of Gujarati is an advantage.

Confident, patient, and customer-focused with strong problem-solving abilities.

Prior experience in customer support, hospitality, events, or similar customer-facing roles is preferred.

Comfortable using WhatsApp, Excel, and CRM/lead-management systems.

Ability to handle customer objections and provide clear explanations.

Key Performance Indicators (KPIs)

Lead response time and contact rate.

Follow-up completion percentage.

Customer satisfaction and feedback scores.

Quality of lead closure and accuracy of issue resolution.