Front Desk & Guest Experience Specialist

Pt Surya Duta Perkasa; Pekalongan; Remote; IDR 66,960,000 - 133,920,000; Full time

Benefits offered by this job

Performance-based bonuses

Health insurance

Flexible remote work

Training & development

Collaborative team

Job summary

Pt Surya Duta Perkasa is seeking a dedicated Remote Guest Experience Specialist to join our expanding customer support team. You will be the primary contact for guests, addressing inquiries, resolving issues, and ensuring a consistently positive experience across all touchpoints from your home office.

In this fully remote role, you will leverage your hospitality knowledge and strong communication skills to deliver exceptional service, maintain high standards, and contribute to guest loyalty for

Qualifications

• Excellent written and verbal English communication.
• Experience using CRM software to document guest interactions.
• Previous remote work experience preferred.
• Strong problem solving abilities with a customer-centric mindset.
• Ability to manage time effectively and work independently.
• Comfort with a home office setup and virtual collaboration.

Responsibilities

• Respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints efficiently, escalating complex problems to the appropriate departments.
• Provide information about services, amenities, and policies to enhance the guest journey.
• Document all guest interactions and resolutions accurately in the CRM system.
• Proactively identify opportunities to improve the guest experience and provide feedback to management.
• Maintain a thorough understanding of the client's offerings and service standards.

Skills

English communication

CRM software

Remote work

Problem solving

Time management

Independent work

Tools

CRM software

Video/Chat tools

Job description

Our client is looking for a dedicated and empathetic Remote Guest Experience Specialist to join their expanding customer support team. In this fully remote position, you will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a consistently positive experience across all touchpoints. You will leverage your communication skills and understanding of hospitality principles to provide exceptional service from the comfort of your own home. This role is essential for maintaining our client's reputation for outstanding customer care and fostering loyalty among their clientele.

About the Role

Our client is looking for a dedicated and empathetic Remote Guest Experience Specialist to join their expanding customer support team. In this fully remote position, you will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a consistently positive experience across all touchpoints. You will leverage your communication skills and understanding of hospitality principles to provide exceptional service from the comfort of your own home. This role is essential for maintaining our client's reputation for outstanding customer care and fostering loyalty among their clientele.

Key Responsibilities

• Respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints efficiently, escalating complex problems to the appropriate departments.
• Provide information about services, amenities, and policies to enhance the guest journey.
• Document all guest interactions and resolutions accurately in the CRM system.
• Proactively identify opportunities to improve the guest experience and provide feedback to management.
• Maintain a thorough understanding of the client's offerings and service standards.

Requirements

• Previous experience in customer service, hospitality, or a related field, preferably in a remote capacity.
• Excellent written and verbal communication skills in English.
• Strong problem solving abilities and a customer-centric mindset.
• Proficiency with CRM software and virtual communication tools.
• Ability to work independently, manage time effectively, and maintain a dedicated home office setup.
• A passion for delivering exceptional service and a positive attitude.

Benefits

• Competitive salary with potential for performance-based bonuses.
• Comprehensive benefits package, including health insurance.
• Flexible working hours with a fully remote setup.
• Opportunities for training and professional development in customer experience management.
• Be part of a supportive and collaborative team environment, contributing to a renowned hospitality brand.