Guest Experience Specialist

Hi Tours; India; Vor Ort; INR 350.000 - 550.000; Vollzeit

Zusammenfassung

Hi Tours is seeking a Guest Experience Specialist in Gurugram to manage the guest journey from booking deposit to return. You will ensure smooth communication, timely payments, accurate documents, and reliable support before and during travel.

The role requires flexibility to work evenings, weekends, and departure days as per rota. Ideal candidates have 3+ years in premium guest service or travel support, excellent communication, and strong organization.

Qualifikationen

• 3+ years in premium guest service or customer support
• Calm, empathetic approach to handling complaints
• Willingness to work evenings, weekends, and departure days

Aufgaben

• Guest Onboarding: take over from Sales, introduce yourself, explain booking details, steps and payment timelines.
• Payment Management: track and collect outstanding payments within defined timelines.
• Pre-Departure Coordination: create a group chat 710 days before departure, verify documents, brief guests on itinerary.
• Change Requests: coordinate guest‑requested changes with Booking Team and communicate costs.
• In-Trip Support: provide timely assistance, daily check-ins, keep guests informed until issues are resolved.
• Issue Resolution: coordinate with internal teams to resolve concerns and provide updates within timelines.
• Post-Trip Follow-Up: contact guests after return, collect feedback, request reviews and referrals.
• Record Keeping: maintain accurate records of guest communication, queries, payments, and feedback

Kenntnisse

Excellent communication

Strong organization

Customer empathy

Cross-team coordination

Jobbeschreibung

GUEST EXPERIENCE SPECIALIST

Guest Relations | Travel Support | Customer Experience

Location: Gurugram

Experience: 3+ years

Reporting To: Guest Experience Manager

About Hi Tours

Hi Tours is part of the Hi Tours Group and specializes in custom luxury holidays and honeymoons across Asia, Europe and the Middle East. Every trip is built around your dates, your pace and your budget by a holiday specialist who knows the destination first‑hand. In thirty years we have sent millions of happy travelers on their way.

About the Role

The Guest Experience Specialist manages the guest journey from booking deposit until their return home. This role ensures smooth communication, timely payments, accurate travel documents, and reliable support before and during the trip. You will be the guests primary point of contact, working closely with internal teams to deliver a seamless travel experience.The role requires flexibility to work evenings, weekends, and departure days as per the assigned rota.

Key Responsibilities

• Guest Onboarding: Take over from the Sales Team, introduce yourself, and explain booking details, next steps, and payment timelines.
• Payment Management: Track and collect outstanding payments within the defined timelines.
• Pre-Departure Coordination: Create a group chat 710 days before departure, verify travel documents, and brief guests on their itinerary over a call.
• Change Requests: Coordinate guest‑requested changes with the Booking Team and communicate confirmed details and costs.
• In-Trip Support: Provide timely assistance, conduct daily check‑ins, and keep guests informed until issues are resolved.
• Issue Resolution: Coordinate with internal teams to resolve concerns and ensure guests receive updates within committed timelines.
• Post-Trip Follow‑Up: Contact every guest after their return, collect feedback, and request reviews and referrals.
• Record Keeping: Maintain accurate records of guest communication, pending queries, payments, and feedback.

Key Performance Indicators

Guest satisfaction scores and feedback | Timely collection of outstanding payments | Accuracy of travel documents and pre‑departure readiness | Response time and issue resolution | Reviews and referrals generated | Compliance with follow‑ups and record maintenance.

What We Are Looking For

• 3+ years of experience in premium guest service or customer support, preferably in hotels, airlines, concierge, or travel.
• Excellent communication skills and a calm, empathetic approach to handling complaints.
• Strong organization, attention to detail, and follow‑up discipline.
• Ability to coordinate with multiple teams and manage guest expectations.
• Comfortable working evenings, weekends, and departure days.
• Preferred: Travel operations experience, an additional language, or personal travel experience.

The Ultimate KRA for This Role

Deliver a seamless guest experience from deposit to return through proactive communication, accurate documentation, timely payment collection, effective issue resolution, and high guest satisfaction.