Customer Service Specialist

7 hours ago

Coimbatore, Tamil Nadu, India beBeeReservation Full time ₹ 5,99,995 - ₹ 7,99,995
Job Brief

The Hosteller chain is the perfect pit-stop for global travelers to relax, rejuvenate, and experience India's rich heritage. Our hostels offer clean, safe, and smart places to stay.

Location : Head office, Mumbai

  • 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
  • Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance
Required Skills and Qualifications
  • Previous experience in hospitality, customer service, or a similar role is a plus 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.
  • Flexibility to work various shifts, including weekends and holidays, as needed.

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