
Hosteller Guest Services Professional
3 days ago
Key Responsibilities:
- Communicate proactively with guests through various channels to provide pre-arrival information and address concerns.
- Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, and local attractions.
- Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
- Cordinate 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.
- Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences.
- Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
- Track and analyze pre-arrival metrics to identify areas for improvement and develop strategies for enhancing the pre-arrival experience.
Qualifications and Skills:
- Previous experience in hospitality, customer service, or a similar role is preferred 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.
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