Customer Relationship Executive

2 days ago

Vidyavihar Mumbai Maharashtra, India STAYWOOD Full time ₹ 2,64,000 - ₹ 3,36,000 per year

Job Summary:

We are seeking a proactive and guest-focused Guest Relationship Executive to manage and enhance guest experiences in our service apartment. The ideal candidate will handle interactions via OTA platforms, respond to guest queries, ensure smooth communication, and proactively engage with guests to ensure high satisfaction levels.

Key Responsibilities:

  1. OTA Platform Management: Monitor and manage bookings, reviews, and communications on Airbnb, MakeMyTrip, etc.

  2. Guest Communication: Respond promptly to guest inquiries, requests, and feedback via phone, email, and messaging platforms.

  3. Guest Issue Resolution: Address and resolve guest concerns and issues efficiently, ensuring high guest satisfaction.

  4. Proactive Outreach: Contact guests pre-arrival, during stay, and post-departure for feedback and to check on their experience.

  5. ETA Checks: Proactively call guests to confirm Estimated Time of Arrival (ETA) and ensure smooth check-in processes.

  6. Relationship Building: Foster positive relationships with guests to encourage repeat business and positive reviews.

  7. Feedback Management: Collect and analyze guest feedback to identify areas for improvement in services.

  8. Collaboration: Work with internal teams (housekeeping, maintenance) to ensure guest needs are met promptly.

Requirements:

  • Experience: Prior experience in hospitality, customer service, or guest relations preferred.

  • Communication Skills: Excellent verbal and written communication skills in English; additional languages a plus.

  • Problem-Solving: Ability to handle guest issues with empathy and efficiency.

  • Proactive Approach: Self-motivated with a focus on guest satisfaction.

  • Technical Comfort: Familiarity with OTA platforms and basic computer skills.

What We Offer:

  • Opportunity to work in a dynamic service apartment environment.

  • Training to enhance guest service skills.

  • A focus on career growth in hospitality.

Job Type: Full-time

Benefits:

  • Cell phone reimbursement

Work Location: In person

Job Types: Full-time, Permanent

Pay: ₹12, ₹22,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Provident Fund

Work Location: In person

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