zolo
Website:
zolostays.com
Job details:
Customer Experience Manager (CEM)
Loop by Zolo | Hostels
Own the guest experience. Build systems. Deliver consistent hostel operations at scale.
Location - Bangalore
CTC Offered - Upto 8 LPA
Why this role exists
Loop is not just an accommodation business.It is an experience-led hospitality brand. Guests do not remember only the room.
They remember:
- The vibe
- The energy
- The cleanliness
- The people
- The consistency of experience across every interaction
As Loop scales across properties and cities:
- Guest expectations become more diverse
- Operational complexity increases
- Teams execute differently across locations
- Small inconsistencies become visible immediately
In hostels, inconsistency damages the brand faster than almost anything else.
The biggest operational failures usually happen when:
- Guest experience varies across properties
- SOPs are not followed consistently
- Teams depend on individuals instead of systems
- Guest feedback is collected but not converted into action
- Escalations repeat without structural fixes
- Occupancy and experience are managed separately
Without strong experience ownership:
- Ratings decline
- Repeat complaints increase
- Occupancy becomes unstable
- Guest retention weakens
- Brand recall suffers
This role exists to ensure:
- Guest experience remains consistent across all properties
- Operations run through systems and processes
- Teams execute with ownership and energy
- Guest issues are resolved structurally, not temporarily
- Performance becomes scalable and predictable
If this role is strong:
- Ratings and NPS improve significantly
- Occupancy remains healthy and stable
- Guest trust and brand recall strengthen
- Teams become independent and accountable
- Operations scale smoothly across properties
If this role is weak:
- Experience becomes inconsistent
- Reviews and ratings decline
- Teams operate reactively
- Escalations dominate bandwidth
- Brand trust weakens
This role directly controls: Guest experience + ratings + occupancy + operational consistency
Your mandate is clear
- Own end-to-end guest experience across properties
- Ensure SOP adherence and operational consistency
- Drive occupancy, ratings, and NPS performance
- Build scalable systems and operational processes
- Lead, coach, and develop teams
- Reduce repeat issues through root-cause fixes
This is not a supervision role. This is an experience ownership and systems leadership role.
About Loop by Zolo
Finding dependable accommodation has historically been fragmented and inconsistent. People settled for compromises because the system offered few trustworthy options. Zolo reimagined living and hospitality as a connected journey.
- Zolo Coliving simplifies urban living.
- Z Vacations enables meaningful travel experiences.
- Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.
Today, over 100,000 people trust Zolo across different phases of life. Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.
Loop is built for:
- Travellers
- Backpackers
- Young professionals
The product is not just stay. It is: Experience + Community + Vibe
The business works only when:
- Guest experience remains consistent
- Teams are energetic and responsive
- Spaces are clean, safe, and functional
- Operations remain disciplined
Experience is the product. Operations is how the product gets delivered.
At scale: Systems define consistency.
This role directly impacts: Guest satisfaction + ratings + occupancy + brand perception
What you will be responsible for
1. Own Guest Experience Across Properties
- Track and improve:
- Guest ratings
- Reviews
- NPS
- Feedback trends
- Ensure fast and structured issue resolution
- Identify complaint patterns and drive root-cause fixes
- Build strong hospitality culture across teams
- Ensure guest experience consistency across locations
2. Manage Multi-Property Operations
- Manage multiple hostel properties simultaneously
- Ensure SOP adherence across:
- Housekeeping
- Front office
- Maintenance
- Guest handling
- Conduct operational audits and reviews regularly
- Maintain operational consistency across all properties
- Reduce dependency on constant escalation management
3. Lead Teams & Build Hospitality Culture
- Lead and mentor on-ground operational teams
- Drive accountability, ownership, and energy across properties
- Conduct structured performance reviews and coaching
- Hire, train, and develop teams proactively
- Build future leadership capability within operations
4. Drive Performance Through KPIs
- Track key business and operational metrics:
- Occupancy
- Ratings / NPS
- Complaint resolution TAT
- Cost performance
- Identify gaps proactively
- Drive corrective actions based on performance trends
- Ensure predictable and scalable operational outcomes
5. Oversee Vendors & Facility Standards
- Ensure properties remain operationally ready at all times
- Monitor vendor performance and SLA adherence
- Maintain infrastructure, hygiene, and maintenance standards
- Ensure guest-facing spaces remain functional and presentable
- Prevent operational degradation proactively
6. Drive Cross-Functional Alignment
- Work closely with:
- Sales teams for occupancy support
- Finance teams for cost visibility
- CX teams for guest feedback loops
- Ensure smooth coordination across teams
- Align execution toward occupancy and guest satisfaction goals
7. Build Systems & Scalable Processes
- Build dashboards, trackers, and operational visibility systems
- Standardize processes across properties
- Reduce dependency on individual-driven execution
- Create scalable operational frameworks
- Drive long-term operational maturity
What success looks like after 6–12 months
- Guest experience becomes consistent across all properties
- Ratings and NPS improve significantly
- Repeat complaints reduce structurally
- SOP adherence becomes strong across teams
- Occupancy performance becomes stable and predictable
- Teams become independent and accountable
- Escalation dependency reduces significantly
Operations begin to feel: Structured + Predictable + Scalable—not reactive.
Who this role is for
You will likely thrive here if:
- You think in systems and guest experience together
- You can manage multiple properties simultaneously
- You balance hospitality with operational discipline
- You are structured and data-driven
- You can lead energetic and young teams
- You stay calm during escalations and pressure situations
Experience we value
- 2–6 years in:
- Hospitality
- Hostels
- Co-living
- Retail/service operations
- Experience managing:
- Multiple properties
- Cluster operations
- SOP-driven environments
- Strong exposure to:
- Guest experience
- Team leadership
- Audits and operational systems
Industry matters less. System-building and experience ownership matter more.
The impact you will have
- Shape guest experience across cities and properties
- Improve ratings, reviews, and brand recall
- Build scalable hostel operations
- Improve occupancy and retention structurally
- Develop future operational leaders
Why join now
Loop is entering its scale phase.The next phase of growth will be defined by:
Consistency + Systemization + Experience Excellence
This role offers:
- Ownership of multi-property guest experience
- High visibility with leadership teams
- Exposure to systems and operational scale-building
- Growth into regional and national leadership roles
Click on Apply to know more.