Sila Leisure Pvt. Ltd. is looking for a Customer Delight Executive to manage customer feedback, measure guest satisfaction, and improve the overall guest experience across its resorts. The role focuses on collecting feedback, coordinating with property teams, addressing guest concerns, and ensuring continuous improvement in service quality.
Key Responsibilities
- Collect customer feedback after their stay through phone calls, emails, and other communication channels.
- Follow up with guests to understand their experience and satisfaction levels.
- Record, analyze, and maintain customer feedback and satisfaction data.
- Coordinate with resort teams to address complaints and resolve guest concerns.
- Escalate critical customer issues to the concerned department heads and ensure timely closure.
- Monitor online reviews and ratings across relevant platforms.
- Identify recurring guest concerns and share improvement suggestions with management.
- Prepare daily, weekly, and monthly customer feedback reports.
- Track complaint resolution and follow up with guests to confirm their satisfaction.
- Work closely with property teams to improve service quality and guest experience.
- Maintain customer feedback records and ensure timely reporting.
Qualifications & Experience
- Graduate in any discipline; Hospitality or Hotel Management is preferred.
- 0–2 years of experience in customer service, customer feedback, or hospitality.
- Freshers with excellent communication skills may also apply.
Required Skills
- Excellent verbal and written communication.
- Strong listening and interpersonal skills.
- Customer feedback management and complaint handling.
- Data management and report preparation.
- Proficiency in MS Excel, Word, and email communication.
- Valuable coordination, follow-up, and problem-solving abilities.
Key Performance Indicators (KPIs)
- Customer feedback collection rate.
- Guest satisfaction scores and ratings.
- Complaint resolution and closure rate.
- Timeliness and accuracy of feedback reports.
- Reduction in recurring guest complaints.