We are calling out to all hustlers and leaders. We are looking for the next generation of problem solvers, idea makers, boundary pushers, and forward thinkers who believe in Lokal's mission to champion and grow local businesses.
Who are we?
We are a bunch of locals hustling to uplift local travel and communities. Our goal is to create meaningful local experiences by championing local businesses and communities. We’re out to make every part of Pakistan accessible as we promote its unique and diverse local heritage, wearing our ‘local’ identity as a badge of honor! Hence our name! We have curated the brand story around the same mission: we champion local experiences by enabling quality stays and promoting quality local businesses across Pakistan.
LOKAL Rooms & LOKAL Owned Properties
We are a network of hotel rooms that provide quality, reliability, and standards on a budget. We partner with local hotels, take up some of their inventory, upgrade their rooms, upgrade their standards of service, and make them available to the world through our platforms.
Job Description
LOKAL is on the lookout for a vibrant Experience Manager. You'll play a critical role in leading our LOKAL Experience Team across all properties, ensuring spectacular customer reviews, and making LOKAL the most loved hospitality brand in Pakistan.
You'll drive a spectacular customer experience of >9 scores across all platforms through developing key policy standards and developing a best-in-class training pack for the on-ground teams based on the need assessment. Conduct regular property inspections, evaluations, and performance analysis to ensure LOKAL properties deliver on the core promises. You will be an integral part of the Customer Journey hereby ensuring the property reviews and ratings improve via delivering exceptional customer service, You will be leading a team of Journey Specialists across Pakistan.
We're looking for someone who is passionate about customer experience, detail-oriented and loves to think outside the box. If you're excited about the opportunity to work in a fast-paced and dynamic environment and want to make a significant impact on the success of our brand, then we want to hear from you. Apply today and become a part of the team that's redefining hospitality in Pakistan.
Key Responsibilities:

• Guest Relations: Serve as the primary point of contact for guest feedback, inquiries, and concerns. Proactively engage with guests to ensure satisfaction and address any issues promptly.
• Service Excellence: Develop and implement training programs for staff to enhance service delivery and guest interaction. Ensure that all team members are knowledgeable about the property and its offerings.
• Experience Design: Collaborate with various departments to design and execute special events, promotions, and unique guest experiences that align with brand standards.
• Data Analysis: Monitor and analyze guest feedback, surveys, and reviews to identify trends and areas for improvement. Develop action plans based on insights gained.
• Team Leadership: Mentor and lead the hospitality team, fostering a culture of excellence and accountability. Conduct regular team meetings and performance evaluations.
• Collaboration: Work closely with marketing and sales teams to promote guest experiences and drive revenue through innovative offerings.
• Budget Management: Assist in managing the budget for properties, guest experience initiatives, ensuring efficient allocation of resources.
• Crisis Management: Handle guest complaints and crises effectively, ensuring a swift resolution and maintaining a positive relationship with the guest.

Qualifications / Skills

• Bachelors / Masters's Education
• Minimum 3+ years of sales or tourism and hospitality experience
• Preference will be given to the candidates from the Tourism and Hospitality Industry
• International hospitality experience is a plus!
• Strong leadership & team management
• Excellent Communication & Interpersonal skills
• Ability to solve problems and resolve conflicts
• Ability to analyze data & use customer insights to drive decisions

Key Competencies:

• Customer Focus
• Problem-Solving
• Adaptability
• Attention to Detail

Job Type: Full-time
Pay: Rs150,000.00 - Rs200,000.00 per month
Education:

• Middle School (Preferred)