Minimum of 2 years of experience in guest relations, guest service, or related fields
Experience handling guest relations and resolving guest grievances; strong verbal and written English communication
Degree in hotel management or related field with exposure to handling queries/needs of international guests
Inbound call center experience in a customer relationship role (CRM / customer care executive); experience with US or UK customers is a plus; ability to speak with a US/UK accent preferred
Requirements:
Resolve guest-related issues in a friendly and efficient manner to ensure guest satisfaction and maintain brand identity
Collect guest feedback and share insights with relevant teams to minimize future problems
Handle inquiries from international guests via phone and email, maintaining professional etiquette and clear communication
Stay calm under pressure, multi-task effectively, prioritize tasks, and collaborate with management across levels to resolve issues while maintaining confidentiality
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)
