Manager – Customer Experience & Quality (Hospitality)

Job description:Manager – Customer Experience & Quality (Hospitality)Experience: 3–4 yearsLocation: KochiWe are looking for a hands-on Manager – Customer Experience & Quality (Hospitality) to ensure exceptional guest experiences and consistent quality across our properties.Key ResponsibilitiesManage customer complaints, escalations, and online reviews.Conduct property inspections and quality audits.Identify service gaps and drive service improvements.Coordinate with property owners, caretakers, and on-ground teams.Monitor guest feedback and ensure timely issue resolution.Lead teams and maintain hospitality and service standards.Track performance and implement corrective actions.Travel to properties and independently manage operational challenges.Who We're Looking For3–4 years of experience in hotels, resorts, vacation rentals, or hospitality operations.Experience in roles such as Customer Experience Manager, Brand Success Manager, Operations Manager, Resort Manager, General Manager, Quality Manager, or similar.Strong communication, leadership, problem-solving, and stakeholder-management skills.Customer-focused, detail-oriented, and willing to travel.