Hospitality Coordinator

2 weeks ago

Kolkata, West Bengal, India beBeeCustomerService Full time ₹ 24,99,999 - ₹ 44,99,999
Job Brief:

The Hosteller is a chain of backpacker hostels with 60+ hostels across India, offering quality budget accommodation. We are the perfect pit-stop for global and local travelers to relax, rejuvenate, and experience India's rich heritage while enjoying a clean, safe, and smart place to stay.

Key Responsibilities include proactively communicating with guests through various channels 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.

Key Responsibilities:

  1. Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns.
  2. Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
  3. Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
  4. Coordinate with the reservations team to ensure seamless handover of guest information and payment details.
  5. Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
  6. Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
  7. Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
  8. Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
  9. 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.
  10. Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance.

Qualifications and Skills:

  • Previous experience in hospitality, customer service, or a similar role is beneficial.
  • 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 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 is beneficial.
  • Flexibility to work various shifts, including weekends and holidays, as needed.

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