Guest Service Coordinator

2 days ago

Vadodara, Gujarat, India beBeeHospitality Full time ₹ 6,00,000 - ₹ 12,00,000
Job Title

We are seeking a skilled Hospitality Professional to join our team as a Guest Service Coordinator.

  • This role involves handling guest inquiries, providing pre-arrival information and ensuring timely responses to guest queries regarding hotel policies and amenities.
  • You will be responsible for addressing guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
  • We require someone with strong interpersonal skills and the ability to build rapport with guests and team members.

Main Responsibilities:

  • We proactively communicate with guests through various channels to provide pre-arrival information, answer inquiries, and address concerns.
  • We ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
  • We handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
  • We coordinate with the reservations team to ensure seamless handover of guest information and payment details.
  • We identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
  • We promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
  • We build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
  • We maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
  • We 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:

  • A strong background in hospitality, customer service, or a related field is highly valued.
  • Excellent written and verbal communication skills, with the ability to convey clear and professional information.
  • Possess excellent interpersonal skills and the ability to build rapport with guests and team members.
  • Familiarity with technology tools like email, chat systems, and reservation software is essential.
  • Able to work independently and collaborate well with others in a team-oriented environment.
  • Flexibility to work various shifts, including weekends and holidays, as needed.

Benefits:

  • A competitive salary and benefits package.
  • The opportunity to work in a fast-paced and dynamic environment.
  • Ongoing training and development opportunities.
  • A supportive and collaborative team environment.

Others:

  • This role requires someone who is proactive, enthusiastic, and passionate about delivering exceptional guest experiences.
  • A willingness to learn and adapt to new processes and technologies.
  • An appreciation for the importance of maintaining high standards of quality and service.

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