Experience Delivery Supervisor

About the role

Royal Arabian is hiring a full-time Experience Delivery Supervisor in Mangalore, Karnataka. The role ensures seamless guest communication, movement coordination, supplier reconfirmation, escalation management and on-tour support, delivering a consistent guest experience in line with the Royal Arabian Customer Support Team SOP.

Key responsibilities

• Prepare the Movement Chart two days before guest arrival, covering FIT, GIT, Series and MICE bookings, and share the next day's chart with all teams by 5:30 PM IST
• Reconfirm transfers and restaurant bookings with suppliers one day before operations via WhatsApp, and obtain written confirmation
• Arrange pre-arrival calls 48 hours before arrival, update the Pre-Arrival Call Sheet and create a dedicated WhatsApp group with the support team and manager
• Coordinate live movements: reconfirm duty details with drivers, monitor flight arrivals and departures, and confirm pickups
• Respond to guest requests and escalations within 2-5 minutes, resolve them within 20 minutes, and log irregularities on the Irregularity Form
• Identify upselling opportunities, meet and greet VIP guests, share feedback forms with guests and report complaints and suggestions to management

The supervisor works with file handlers, the service booking team, suppliers, drivers and coordinators, and owns the Movement Chart, Pre-Arrival Call Sheet, Guest Feedback Report and Irregularity Report.