Guest Relations Intern

**Position - Guest Relations Intern**

**About the Company**:
Ukiyo Stays is an online travel company with a team of travel experts specialising in the vacation rental industry. We are experts at curating/handpicking the most suitable and beautiful holiday homes and providing you with a myriad of experiences to remember. With 10,000+ satisfied guests, we aim to create vacations beyond excellence and provide our guests with a seamless booking experience. We have a handpicked collection of over 1,000+ villas across Goa, Alibaug, Lonavala, Karjat, Mahabaleshwar, Mussoorie, Bali, Phuket, and more. Whe are also known for catering to various in-house experiences and fulfilling all your vacation needs. At Ukiyo Stays, we offer the perfect blend of quality, affordability, professional hospitality, and care.
- **Type**: Work from office
- **Employment Type**: Full Time, Internship
- **Location**: Mumbai/Goa (open to travelling back and forth as per company requirements)
- **Working Days**: Monday-Saturday (Alternate Saturdays Off)
- **Timing**:10:00 am - 6:30 pm

**Responsibilities**:
1.Answer inbound calls and handle all web-generated, direct, and other written inquiries from potential customers regarding new bookings.

2.Create groups with higher and mid-management along with the respective guests. 3.Send opening messages as well as offerings/brochures to the guest. 4.Carry out the sales process to attract new clients, maintain fruitful relationships, and address their needs.

5.Ensure availability to answer any questions or resolve any problems that guests may have, aiming to do whatever is necessary to ensure that guests have the best possible vacation.

6.Cater to the needs of clients for entertainment, dining, and other engagements as appropriate to provide an exceptional guest experience and assist with the organisation of on-site events.

7. Make reservations at local establishments upon guest request.

8.Offer restaurant and activity recommendations and assist guests in arranging transportation and excursions.

9.Act as a liaison between guests and necessary departments including kitchen, housekeeping, etc.

10.Provide information regarding the area, including directions, attractions, shopping, nightlife, or recreational opportunities.

11. Acquire tickets to special events or make reservations for clients at various venues, including for dinner, recreation times (e.g., golf or tennis), or spa treatments. 12.Plan and schedule special events, parties, or meetings.

13.Fulfill requests such as arranging adventure experiences and coordinating special moments for guests and develop and maintain service relationships to fulfil the needs of patrons, customers, guests, or employees.

14. Create and maintain data related to payments received and other relevant information.

15. Perform other related duties as assigned.

16.Be available to guests at all times to ensure their comfort and satisfaction. 17.Maintain files and sheets for HNI clientele as well as repeat clients. 18.Track all expenses and liabilities, perform accurate data entry for various records and provide end-to-end daily reports to the reporting manager.

19.To ensure all back-end work is up-to-date on a daily basis and provided to the line manager for verification.

20.Ensuring the Concierge Tracker System is up-to-date and parallel to the Booking/Reservations Tracker System.

21.All cards and labels are created as well as modified as per live performance. 22.Google sheets to be updated and sent for review to the manager on a daily basis for accurate tracking.

23. Reviewing as per line managers command of all vendors and partners on a monthly basis whether active or not active.

**Qualifications**:
1. Highly refined verbal communication skills.

2. Basic knowledge of local attractions and destinations.

3. 1+ years of previous customer service experience for experienced applicants, freshers are welcome.

4. Positive phone demeanour and superior written and verbal communication skills. 5. Must have a service-oriented mindset and be capable of making every guest feel valued.

6. Knowledge of basic office equipment, including printers, scanners, copiers, etc. 7. Strong organisational skills and attention to detail.

8. Proficient in Google Workspace

9. Possess a positive attitude and be willing to work as part of a team. 10. Willing to work irregular shifts and weekends.

11. Excellent problem-solving and critical thinking skills.

12. Must remain flexible and patient under pressure.

**KPIs**

**1. Revenue Sheet Maintenance**:

- Accuracy of the concierge service revenue sheet, ensuring zero errors and timely updates.
- Ensure the monthly/quarterly revenue report is submitted on time. - All transactions to be jotted down as and when any type of sale is made.

**2. Vendor Sourcing & Onboarding**:

- Vendors list to be updated and scouting for new and future tie-ups. - Number of vendors sourced and on boarded across all locations. - Vendor quality and