Experienced Guest Service Representative

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeGuestExperience Full time ₹ 50,00,000 - ₹ 75,00,000
Job Role: Guest Experience Specialist

The role of a Guest Experience Specialist is to provide exceptional service to ensure seamless communication and memorable guest experiences.

Key Responsibilities:

  • Guest Communication: Engage with guests through various channels to provide timely information, address inquiries, and resolve concerns.
  • Pre-Arrival Support: Respond to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
  • Issue Resolution: Handle guest complaints or issues promptly and professionally, escalating matters as necessary.
  • Team Coordination: Collaborate with the reservations team to ensure smooth handover of guest information and payment details.
  • Upselling and Cross-Selling: Identify opportunities to enhance the guest experience and increase revenue by promoting additional services, upgrades, and amenities.
  • Loyalty Programs: Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
  • Relationship Building: Foster strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
  • Data Management: Maintain an up-to-date guest database with accurate contact information, preferences, and special requests.
  • Performance Analysis: Track and analyze pre-arrival metrics to identify areas for improvement and develop strategies for enhancing the pre-arrival experience.

Qualifications and Skills:

  • A background in hospitality, customer service, or a related field is beneficial.
  • Strong written and verbal communication skills are essential for conveying clear and professional information.
  • Excellent interpersonal skills and ability to build rapport with guests and team members are required.
  • Highly organized and detail-oriented individuals who can multitask and meet deadlines without compromising on accuracy are preferred.
  • Proficiency in technology tools like email, chat systems, and reservation software is necessary.
  • Ability to work independently and collaborate well with others in a team-oriented environment is expected.
  • Familiarity with local attractions and the hospitality industry is beneficial.
  • Flexibility to work various shifts, including weekends and holidays, is required.

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