Minimum 2 years of experience in guest relations, guest service, or related fields, including experience handling guest relations and resolving grievances.
Experience in an inbound call center as a Customer Relationship Manager / Customer Care Executive, with preference for candidates who have worked with US or UK customers and can speak with a US/UK accent.
Degree in hotel management or a related field, with exposure to handling queries/needs of international guests; experience handling international guests in F&B at a five-star hotel is a plus.
Excellent verbal and written English communication; phone and email etiquette; basic MS Office skills; strong organizational skills and active listening; ability to multitask, meet deadlines, maintain confidentiality, and interact with all levels of management.
Requirements:
Resolve guest-related issues in a friendly and efficient manner.
Collect feedback from guests and share with the appropriate parties to minimize future problems.
Maintain composure during calls with irate customers and demonstrate problem-solving abilities; identify and resolve issues as they arise.
Support guest satisfaction and uphold brand identity by communicating effectively with guests and coordinating with internal teams as needed.
Job description
This is a remote position.
Seeking CUSTOMER SERVICE SUPPORT SPECIALIST for Hospitality Industry
Statement of Purpose: We are looking for a highly efficient “Customer Service Support Specialist” for hospitality industry. The candidate will be an integral part of the team working closely for customer satisfaction thus ensuring brand identity. The guest relations speciality will be responsible for resolving guest related issues in a friendly and efficient manner. Other responsibilities include collecting feedback from the guests and sharing the feedback with the appropriate parties to minimize future related problems.
Who would be an ideal candidate? Minimum of 2 years of experience in guest relations, guest service, and or related fields Experience handling guest relations and resolving guest grievances. Experience of working in an in-bound call center at the position of customer relationship manager / customer care executive will be the most preferred choice. Previous experience working with US or UK customers is a plus Ability to talk with a US or UK accent is preferred. Degree in hotel management or related field and exposure in handling queries / needs of international guest. Previous experience in handling international guests in the F & B department (restaurant of a five-star hotel) will be an added advantage. Excellent verbal and written communications skills in English language. Phone and email etiquettes are expected. Excellent organizational skills and active listening to minute details is a must. Basic knowledge of MS-Office is a must. Maintaining calm during call pressures of irate customers. Willing to work in night-shifts (grave yard shifts). Spearheaded in problem solving. Ability to identify and resolve issues as they arise. Detail oriented with the ability to multi-task and meet tight deadlines. Ability to prioritize, maintain confidentiality, and interact with all levels of management across the organization. Excellent interpersonal skills and experience. Excellent computer skills (MS Office, Word, Power Point and Excel)
