Guest Experience Coordinator

24 hours ago

Ghaziabad, Uttar Pradesh, India beBeeReservations Full time ₹ 24,00,000 - ₹ 40,00,000

Job Summary:

Reservations Executive

We are seeking a highly organized and detail-oriented Reservations Executive to join our team. In this role, you will be responsible for providing exceptional customer service to our guests, handling their queries, and ensuring seamless communication throughout their stay with us.

Key Responsibilities:

  • Proactively communicate 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
  • 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
  • Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance

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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