Customer Care Executive

Key Responsibilities:

1. Guest Engagement and Assistance:

• Warmly greet arriving guests and bid farewell to departing guests, ensuring a personalized and memorable welcome/farewell.Actively engage with guests, inquire about their needs, and provide assistance and information about hotel facilities, services, and local attractions.

2. VIP and Corporate Guests Management:

• Identify VIP and corporate guests and provide special attention and services as required.Develop and maintain strong relationships with corporate clients and regular guests.

3. Guest Issue Resolution:

• Handle guest inquiries, concerns, and complaints promptly and professionally, ensuring a satisfactory resolution.Collaborate with relevant hotel departments to address guest issues effectively.

4. Guest Services Coordination:

• Coordinate and fulfill special guest requests, including room preferences, amenities, and transportation arrangements.Facilitate reservations for hotel services such as dining, spa, or business facilities.

5. Guest Feedback Management:

• Proactively seek guest feedback and reviews during their stay, encouraging positive online reviews and addressing negative feedback.Compile and report guest feedback to relevant departments for continuous improvement.

6. Events and Special Occasions:

• Assist guests in planning and organizing special events, meetings, or celebrations within the hotel.Ensure that all arrangements meet or exceed guest expectations.

7. Loyalty Programs and Recognition:

• Promote and enrol guests in the hotel's loyalty programs.Recognize and reward repeat guests with personalized amenities and special privileges.

8. Communication and Reporting:

• Maintain effective communication with various hotel departments, including front office, housekeeping, F&B, and management.Prepare regular reports on guest interactions and feedback for management review.

9. Upselling and Revenue Enhancement:

• Identify opportunities to upsell room upgrades, services, and amenities to enhance the guest experience and increase revenue.

10. Safety and Security:

• Ensure the safety and security of guests and their belongings.Be knowledgeable about and adhere to hotel security and emergency procedures.