Customer Care Manager

Company Description Atmantan Wellness Centre is a luxury wellness destination situated in the crystal hills overlooking the pristine Mulshi Lake. The centre focuses on holistic wellbeing, offering integrated programs that nurture mind, body, and soul. Guests experience a blend of wellness therapies, nutrition, fitness, and relaxation in a tranquil, nature-rich environment. Atmantan attracts individuals seeking transformative wellness experiences, creating a dynamic and service-oriented setting for team members. Working here means contributing to personalized guest journeys in a serene and upscale hospitality environment.
Role Description The Customer Care Manager is a full-time, on-site role based at Atmantan Wellness Centre in Mulshi. The role involves overseeing all guest-facing service operations, ensuring timely and courteous responses to inquiries, bookings, and service requests. The manager will handle guest communication before, during, and after stays, resolve concerns, and coordinate with wellness, hospitality, and operations teams to deliver a seamless experience. Daily tasks include supervising customer care staff, monitoring service quality, maintaining service protocols, and using customer feedback to improve processes and guest satisfaction. The role also includes preparing reports on service performance, supporting training for customer-focused behavior, and upholding Atmantan’s standards of professional, empathetic care.
Qualifications
Strong customer service and guest relationship management skills, with a focus on empathy, patience, and problem-solving.
Experience in hospitality, wellness, or resort environments, preferably in a supervisory or managerial capacity.
Excellent communication skills in English (verbal and written), with the ability to manage escalations and provide clear, courteous responses.
Proficiency in using customer service software, reservation or CRM systems, and basic office productivity tools.
Ability to lead and motivate a team, conduct training, and implement standard operating procedures for customer care.
Strong organizational and time-management abilities, with attention to detail and a focus on service quality.
Adaptability to a wellness-focused environment, with a professional demeanor and commitment to guest privacy and comfort.
Relevant bachelor’s degree or equivalent professional experience in hospitality, business, or customer service management.

Work arrangement
No