Customer Experience Manager

Company Description Bellagio Entertainment Sri Lanka, formerly known as Bellagio Colombo, is a premier casino and game arena established in 1998, catering to members and international guests. Located in a renowned area of Colombo, it is a leading nightlife destination for both locals and tourists, offering a wide range of table games in luxurious surroundings. The casino focuses on delivering exceptional service, with guest relations and reception teams supporting visitors with information, transport, and travel arrangements. Its spacious, elegant interior combines striking patterns and warm colors, creating an atmosphere of sophistication and continuous entertainment. Bellagio Entertainment emphasizes high winning percentages and a strong loyalty membership base across the globe.Role Description The Customer Experience Manager is a full-time, on-site role based in Panaji, responsible for overseeing and enhancing the guest journey across all touchpoints. This role manages customer-facing teams, sets service standards, and ensures that guests receive accurate information about facilities, activities, and events. The manager analyzes guest feedback and operational data to identify opportunities for service improvements and designs initiatives that elevate overall satisfaction and loyalty. Daily responsibilities include coaching staff on customer service best practices, handling escalated concerns, coordinating with operations and marketing teams, and ensuring consistent delivery of a high-quality, welcoming environment. The role also involves monitoring guest interactions, implementing experience-focused processes, and supporting continuous training to maintain superior service levels.Qualifications Strong customer-focused skills, including Customer Satisfaction and Customer Experience, with a proven ability to create and maintain high service standards.Well-developed Analytical Skills to interpret guest feedback and operational metrics for informed decision-making and process improvement.Excellent Communication skills, with the ability to interact confidently and respectfully with diverse guests and team members.Solid Customer Service skills, including conflict resolution, issue handling, and a calm, professional approach in dynamic environments.Experience in hospitality, gaming, entertainment, or related service industries is highly beneficial.Demonstrated leadership abilities, including team supervision, performance coaching, and cross-functional collaboration.Ability to work flexible hours, including evenings, weekends, and holidays as required by a high-traffic entertainment venue.Relevant diploma or degree in Hospitality Management, Business, or a related field is preferred.