Key Responsibilities:
Guest Interaction & Service
- Welcome and greet guests professionally.
- Assist guests during check-in and check-out procedures.
- Provide accurate information about hotel facilities, services, and offers.
- Ensure guests feel comfortable and valued throughout their stay.
Telecalling & Guest Communication
- Handle inbound and outbound calls professionally.
- Respond to guest inquiries regarding bookings, services, packages, and events.
- Follow up with guests for confirmations, feedback, and service updates.
- Maintain proper call records and communication logs.
- Support reservation or sales teams through guest follow-ups when required.
Guest Experience Management
- Ensure high levels of guest satisfaction.
- Handle VIP guests and provide personalized services.
- Arrange special requests such as celebrations and room preferences.
Complaint Handling
- Address guest complaints calmly and professionally.
- Provide timely solutions and ensure resolution.
- Escalate complex issues to management when necessary.
Coordination with Departments
- Coordinate with housekeeping, F&B, and maintenance teams.
- Ensure guest requests are fulfilled promptly.
- Maintain smooth inter-department communication.
Administrative Duties
- Maintain guest feedback and service records.
- Prepare daily interaction and complaint reports.
- Monitor service quality and suggest improvements.
