Company Description Atmantan Wellness Centre is a luxury wellness destination nestled in the hills and overlooking the pristine Mulshi Lake. The center focuses on holistic well-being for mind, body, and soul, offering integrated wellness programs and personalized guest experiences. Guests visit Atmantan for restorative stays, detox programs, fitness retreats, and preventive health services in a tranquil, nature-rich setting. The team is committed to high standards of hospitality, professionalism, and care, creating a supportive environment for both guests and staff.
Role Description This is a full-time, on-site Customer Care Manager role based in Mulshi. The Customer Care Manager will oversee the guest service team and ensure exceptional service throughout the guest journey, from pre-arrival inquiries and booking support to check-in, stay coordination, and check-out. The role includes handling escalated guest concerns, monitoring service quality, and implementing service standards that align with Atmantan's wellness-focused ethos. The manager will coordinate closely with wellness, housekeeping, F&B, and reservations teams to ensure smooth operations and timely resolution of guest requests. Daily responsibilities also include staff scheduling, training and mentoring team members, tracking feedback and service metrics, and recommending process improvements to enhance overall guest satisfaction.
Qualifications
- Proven experience in customer service or guest relations, preferably in hospitality, wellness, or luxury resorts, with demonstrated ability to manage and resolve complex guest issues.
- Strong leadership and people-management skills, including team supervision, coaching, performance feedback, and the ability to motivate diverse team members.
- Excellent communication and interpersonal skills, with a service-oriented mindset and the ability to build trust and rapport with guests and colleagues.
- Solid organizational and time-management skills, including attention to detail, ability to prioritize, and comfort working in a fast-paced, guest-facing environment.
- Proficiency with reservation or property management systems, basic office software, and comfort using digital tools for reporting, scheduling, and communication.
- Ability to work on-site in Mulshi with flexible hours, including weekends or holidays as needed to support operations.
- Bachelor's degree or equivalent experience in Hospitality Management, Business, or a related field is preferred; training in wellness, spa, or health services is an advantage.
- Demonstrated commitment to wellness and holistic living, with a professional, respectful, and inclusive approach to colleagues and guests.
