Customer Relationship Executive

Vitizen Hotels Limited

2 - 7 years

0 Lacs

mumbai suburban navi mumbai mumbai (all areas)

Posted:7 hours ago| Platform:

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Skills Required

hotel restaurant hospitality resort hotel management guest guest service guest handling guest relations crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: CRM Executive

Industry:

Job Summary:

CRM Executive with a hotel background

Key Responsibilities:

Manage the CRM system and update guest profiles, preferences, and stay history.
Handle guest queries, complaints, and feedback through calls, emails, and WhatsApp.
Coordinate with Front Office, Housekeeping, F&B, and Sales teams to ensure seamless guest service.
Maintain guest satisfaction levels by proactive follow-ups and timely communication.
Track guest feedback from online platforms (Google, OTA reviews, social media) and prepare reports.
Assist in loyalty program operations, membership updation, and guest engagement activities.
Generate CRM reports repeat guests, guest satisfaction trends, complaints summary, etc.
Support marketing campaigns and promotional communication through the CRM database.
Ensure accuracy of guest data and adherence to privacy/data protection policies.

Requirements:

Hotel or hospitality background is mandatory.
Years
experience in CRM, Guest Relations, or Front Office.
Strong communication skills – verbal & written.
Proficiency in MS Excel, CRM tools, and email drafting.
Customer-focused, polite, and problem-solving approach.
Ability to multitask and handle guest escalations effectively.

Salary:

35000 – 42000 K

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