Guest Relationship Management Executive

Keekoo Hospitality Pvt Ltd; Nashik District; On-site; INR 240,000 - 360,000; Full time

Job summary

A hospitality service provider in India is seeking an individual to manage guest servicing and ensure high levels of guest satisfaction. Responsibilities include ensuring all guest leads are fulfilled promptly and providing excellent after-sales service. Ideal candidates will possess strong communication skills and a proactive approach to problem-solving, with the ability to handle guest queries and feedback efficiently. This role emphasizes customer service excellence and requires availability during working hours.

Qualifications

• Polite and professional disposition with guest-first attitude.
• Strong follow-up skills with persistence in ensuring task completion.
• Confident communication skills – both verbal and written – with guests and colleagues.
• Ability to assess situations quickly and respond appropriately.
• Proactive problem-solving approach with accountability.
• Good knowledge of the company’s products/services.
• Availability and responsiveness on calls at all times during working hours.

Responsibilities

• Ensure all guest leads and requirements after order placement are fulfilled.
• Provide excellent after-sales service to ensure guest satisfaction.
• Collect genuine feedback from guests regularly to improve service quality.
• Manage guest servicing from order confirmation through to payment collection.
• Address and resolve guest queries, concerns, and issues promptly.
• Provide accurate information and guidance to guests regarding company products and services.
• Act as a primary point of contact for complaints, escalating issues to relevant departments when necessary.
• Proactively understand guest needs and ensure timely resolution.

Skills

Polite and professional disposition

Strong follow-up skills

Confident communication skills

Ability to assess situations quickly

Proactive problem-solving approach

Good knowledge of products/services

Availability and responsiveness on calls

Job description

• Ensure all guest leads and requirements after order placement are fulfilled.
• Provide excellent after-sales service to ensure guest satisfaction.
• Collect genuine feedback from guests regularly to improve service quality.
• Manage guest servicing from order confirmation through to payment collection.
• Address and resolve guest queries, concerns, and issues promptly.
• Provide accurate information and guidance to guests regarding company products and services.
• Act as a primary point of contact for complaints, escalating issues to relevant departments when necessary.
• Proactively understand guest needs and ensure timely resolution in every possible manner.

Key Skills Required

• Polite and professional disposition with guest-first attitude.
• Strong follow-up skills with persistence in ensuring task completion.
• Confident communication skills – both verbal and written – with guests and colleagues.
• Ability to assess situations quickly and respond appropriately.
• Proactive problem-solving approach with accountability.
• Good knowledge of the company’s products/services.
• Availability and responsiveness on calls at all times during working hours.