Customer Service Coordinator

16 hours ago

Tiruppur, Tamil Nadu, India beBeeGuestExperience Full time ₹ 8,44,000 - ₹ 10,12,000
Job Opportunity

We are seeking a skilled and detail-oriented Guest Experience Manager to join our team.

This role involves handling guest inquiries and issues efficiently, ensuring timely and accurate responses to guest requests, and addressing concerns in a professional manner. The successful candidate will be responsible for communicating effectively with guests via phone, email, or chat, and collaborating with the reservations team to guarantee seamless handovers of guest information and payment details.

  • The ideal candidate will have previous experience in hospitality, customer service, or a similar role, and possess strong written and verbal communication skills. They will also be highly organized and detail-oriented, able to multitask and meet deadlines without compromising accuracy.
  • The Guest Experience Manager will be responsible for tracking and analyzing 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.
  • They will generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance.

Key Responsibilities:

  • Communicate proactively with guests via phone, email, or chat to provide essential information and resolve concerns.
  • Ensure timely and accurate responses to guest inquiries about hotel policies, amenities, local attractions, and other relevant details.
  • Handle guest complaints or issues promptly and professionally, escalating to relevant departments if necessary.
  • Collaborate with the reservations team to guarantee seamless handovers 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 an up-to-date database of guest contact information, preferences, and special requests.
  • Develop strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.

Qualifications and Skills:

  • Previous experience in hospitality, customer service, or a similar role is advantageous but not mandatory.
  • Strong written and verbal communication skills, enabling clear and professional information delivery.
  • Excellent interpersonal skills and ability to build rapport with guests and team members.
  • Highly organized and detail-oriented, able to multitask and meet deadlines without compromising 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 would be beneficial.
  • Flexibility to work various shifts, including weekends and holidays, as needed.

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