Customer Service Representative
23 hours ago
The role involves working with a dynamic team to provide exceptional guest experiences. We are a leading hospitality chain with numerous locations across India, offering a unique blend of comfort, cleanliness, and convenience.
Our ideal candidate will have excellent communication skills, both written and verbal, and be able to convey clear and professional information to guests. Strong interpersonal skills and the ability to build rapport with guests and team members are essential for success in this role.
Key Responsibilities include:
- Providing timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information.
- Handling guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
- Coordinating with the reservations team to ensure seamless handover of guest information and payment details.
- Identifying opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue.
- Promoting hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.
- Building strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
- Maintaining a guest database with accurate and up-to-date contact information, preferences, and special requests.
- 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.
- Previous experience or an internship in hospitality, customer service, or a similar role is beneficial but not required.
- Excellent written and verbal communication skills, with the ability to convey clear and professional information.
- Strong 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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