Customer Service Executive

JOB ROLE: CALLS EXECUTIVE (RESERVATIONS & GUEST SUPPORT) South Goa

Brand: Craftels, India
Location: On-site (Property / Office based)
Joining: Immediate / Short Notice Preferred

ABOUT CRAFTELS

Craftels is a boutique hospitality brand focused on thoughtfully designed spaces, sustainability, and people-first guest experiences. Every call at Craftels is not just an enquiry — it’s the beginning of a relationship.

ROLE OVERVIEW

The Calls Executive will be the first point of contact for guests, handling inbound and outbound calls related to bookings, enquiries, and guest support, while ensuring warm, accurate, and timely communication.

This role directly impacts bookings, revenue, and guest satisfaction.

KEY RESPONSIBILITIES

1️ Call Handling & Guest Communication

• Answer inbound calls professionally and warmly
• Handle enquiries related to:
• Room availability
• Pricing & packages
• Property details
• Policies & experiences
• Make outbound follow-up calls to convert enquiries into bookings

2️ Reservations Support

• Create, modify, and confirm bookings accurately
• Coordinate with the reservations and operations team
• Ensure all guest details are correctly recorded

3️ Conversion & Follow-ups

• Follow up on pending enquiries via calls and WhatsApp
• Maintain proper enquiry tracking and closure status
• Support upselling where appropriate (room upgrades, longer stays)

4️ Guest Issue Resolution

• Address basic guest concerns politely and efficiently
• Escalate complex issues to the reporting manager
• Ensure guests feel heard and supported

5️ Documentation & Reporting

• Maintain daily call logs and enquiry records
• Share updates on:
• Enquiry volume
• Conversions
• Pending follow-ups

WHO WE’RE LOOKING FOR

• Prior experience in:
• Hospitality calls
• Reservations
• Customer support / sales calls (preferred)
• Strong communication skills in English & Hindi
• Polite, confident, and solution-oriented
• Comfortable using:
• Phone systems
• WhatsApp
• Basic Excel / Google Sheets
• Ability to stay calm during high call volumes

IMPORTANT TRAITS

• Sales-oriented with hospitality warmth
• Good listening skills
• Attention to detail
• Reliability and discipline

WORK SCHEDULE

• 6 days a week (shift-based, as per operations)
• Flexibility during peak hospitality seasons
• Hybrid

HOW TO APPLY

Please share:

• Resume
• Current location
• Notice period

Email: Career.craftels@gmail.com

Job Types: Full-time, Contractual / Temporary

Benefits:

• Flexible schedule

Work Location: In person