Guest Service Representative

1 day ago

Mysore, Karnataka, India beBeeCustomer Full time ₹ 25,00,000 - ₹ 50,00,000
Job Brief

The Hosteller offers a unique opportunity for individuals to contribute to the success of our growing hostel chain. As a Reservations Coordinator, you will be responsible for providing exceptional guest service and ensuring a seamless experience for our travelers.

Key Responsibilities :

  • Communicate proactively with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns
  • Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information
  • Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary
  • Coordinate with the reservations team to ensure seamless handover of guest information and payment details
  • Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue
  • Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty
  • Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences
  • Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests
  • Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience

Qualifications and Skills:

  • Previous experience or an internship in hospitality, customer service, or a similar role is a plus but not required.
  • Strong written and verbal communication skills, with the ability to convey clear and professional information.
  • Excellent interpersonal skills and the ability to build rapport with guests and team members.
  • Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
  • Comfortable using various technology tools like email, chat systems, and reservation software.
  • Ability to work independently and collaborate well with others in a team-oriented environment.
  • Knowledge of local attractions and the hospitality industry would be beneficial.
  • Flexibility to work various shifts, including weekends and holidays, as needed.

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