Hotel Guest Services Representative

4 days ago

Lucknow, Uttar Pradesh, India beBeeHospitality Full time ₹ 40,00,000 - ₹ 70,00,000

We are seeking a dedicated and professional Guest Services Executive to join our team. This role is ideal for individuals who have a passion for delivering exceptional customer service and creating memorable experiences for our guests.

In this position, you will be responsible for providing proactive communication with guests through various channels to provide pre-arrival information, answer inquiries, and address concerns. You will ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information. Additionally, you will handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.

As a Guest Services Executive, you will coordinate with the reservations team to ensure seamless handover of guest information and payment details. You will identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue. Furthermore, you will promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty.

Key Responsibilities:

  • Proactively communicate with guests through various channels (phone, email, chat) 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.
  • Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary.
  • Coordinate 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.
  • Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests.
  • 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:

  • Previous experience in hospitality, customer service, or a similar role is an asset 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.

What We Offer:

In return for your hard work and dedication, we offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.

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