**Key Accountabilities/Duties & Responsibilities**: - Customer Journey Mapping: - Develop and oversee the guest journey roadmap, from pre-arrival through post-stay, ensuring that every touchpoint reflects a high standard of personalized service. Customer Experience Strategy and Implementation. - Develop and execute customer experience strategies aligned with Tamara’s vision and guest expectations. - Create and implement standard operating procedures (SOPs) for guest experience across resorts and properties. Guest Satisfaction Management. - Establish and monitor key metrics to gauge guest satisfaction and experience quality. - Gather and analyze feedback to identify trends, needs, and areas of improvement. - Implement initiatives to address feedback and drive continuous improvement. Training & Development. - Collaborate with Learning and development teams to design training modules that equip on-property teams with the skills to deliver exceptional guest service Quality Assurance. - Conduct periodic audits, mystery shopping, and onsite evaluations to assess guest experience quality and compliance with brand standards. Cross-Department Collaboration. - Work with Sales, Marketing, and Operations to introduce guest experience initiatives that support brand loyalty programs, guest acquisition, and retention efforts. Guest Relations and Issue Resolution. - Serve as an escalation point for guest issues, ensuring prompt and effective resolution. - Implement guest feedback loops to resolve potential issues and improve experiences proactively. - Brand and Experience Consistency - Ensure a consistent brand and service experience across all properties by standardizing guest touchpoints and engagement. - Conduct periodic site visits to assess experience quality and offer feedback to teams. Innovation in Customer Experience. - Research and recommend innovative solutions to enhance the guest experience and introduce memorable, unique offerings. - Track industry trends to ensure Tamara stays at the forefront of customer experience excellence. Objectives of the Position. - To achieve and sustain high levels of guest satisfaction and loyalty across all Tamara properties. - To maintain a unified and exceptional brand experience at each resort. - To foster a proactive, guest-focused culture among Tamara’s on-site teams. Essential Qualification. - Bachelor’s degree in hospitality, Business Management, or a related field. Key Competencies: Customer Focus: Deep commitment to understanding and exceeding guest expectations. Collaboration: Works effectively across departments to achieve shared goals. Strategic Thinking: Able to identify and develop strategies that drive long-term brand loyalty and customer satisfaction. Adaptability: Thrives in a fast-paced environment and remains calm under pressure. Mandatory Skills. - Strong understanding of luxury hotel/resort operations and customer experience design. - Excellent communication, interpersonal, and leadership skills. - Ability to analyse complex data, derive insights, and make data-driven decisions. - Proficiency in CRM and guest feedback management software. - Ability to travel as needed to various properties in the portfolio. **Essential qualifications for the role are**: - Preferred educational qualification for the role is a degree in Bachelor of Hospitality & Tourism Management or any other related degree. - Minimum of 5 years of experience in customer experience, hospitality management, or a related field, preferably in a corporate or multi-property environment.