Guest Service Coordiantor
4 days ago
Job Summary:
The Guest Services Coordinator is responsible for providing exceptional customer service to
checked-in guests by handling their queries and requests via phone and WhatsApp. This
role involves addressing guests' needs promptly, resolving issues effectively by coordinating
with the concerned point of contact, and ensuring a positive guest experience throughout
their stay.
Key Responsibilities:
1. Guest Interaction: Respond to incoming calls and WhatsApp messages from
checked-in guests. Address a variety of guest inquiries, including service requests,
complaints, and general information.
2. Issue Resolution: Quickly and efficiently resolve guest issues and concerns.
Collaborate with housekeeping, maintenance, and other departments to address and
resolve guest requests. Ensure timely follow-up and completion of guest requests.
3. Communication: Provide clear, concise, and courteous responses to guest queries.
Maintain a professional and friendly demeanour at all times.
4. Documentation: Log and track guest interactions and issues using the designated
CRM or communication tools. Prepare reports on recurring issues or guest feedback
for management review.
5. Availability: Be available during assigned shifts, which may include evenings,
weekends, and holidays. Ensure prompt response times and effective management
of guest communications.
Requirements :
1. High school diploma or equivalent; additional qualifications in hospitality or customer
service are a plus.
2. Proven experience in a customer service role, preferably within the hospitality
industry.
3. Excellent communication skills, both verbal and written.
4. Proficiency in using CRM or communication tools.
5. Strong problem-solving abilities and a customer-focused mindset.
6. Ability to handle multiple tasks simultaneously.
7. Flexibility to work various shifts as required.
8. Proficiency in English & Hindi, additional languages are a plus.
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