Guest Relations Executive (Hotel & Resort Industry)

About RAHO:

Founded in June 2022 by Sidharth Somana, Simona Mohan, and Gautham Somana, Raho Hospitalities is dedicated to bridging the gap in quality accommodation options in non-urban areas such as Coorg, Ooty, and Gokarna.

Raho focuses on offering immersive and affordable travel experiences tailored to millennials. The Bengaluru-based startup has successfully raised Seed funding to begin revolutionizing the Indian travel and hospitality sector.

Title: Guest Service Representative/ Guest Relations Executive (Full Time)

Location: Bangalore.

Experience: 1+ year experience in the hospitality industry, candidates with a psychology background are welcome to apply!

Work hours: In office 10am - 6pm, Monday to Friday. Needs to be available on phone post 6pm till 9pm for a total of approximately 1 hour of work. The one hour of work depends on guest needs.

Role: Guest support is responsible for building long-lasting relationships with our guests. This includes responding to emails, chat and outbound calls within the given TAT and resolving the issue. The company places customers first and this role is extremely important as the first point of contact between customers and our companies’ personnel. We want our guests to have memorable and high-quality vacation experiences.

What to expect from us?

• Open door policy - we are available in case you need to talk about any issues
• We are a growing start-up
• Passionate and driven colleagues

What do we expect from you?

Behaviours:

• Able to effectively handle deadlines
• Hardworking and Commitment
• Integrity and transparency
• Proactive and openness to criticism
• Ability to successfully adapt to changes in the work environment

Communication Skills:

• Excellent communication skills (written and verbal)
• Knowledge of other languages is a big plus (especially Hindi and Kannada)
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state the issues guest’s present
• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

• Familiarity with Microsoft Excel
• Excellent typing skills
• Demonstrates understanding of the Internet, Airbnb, and competitor websites
• Demonstrates an ability to learn in various media

Guest Focus:

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize guest needs
• Demonstrates interpersonal skills with a diverse guest base
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Demonstrates ownership to resolve challenging guest issues, escalating when necessary

Problem Solving Skills:

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Ability to approach problems logically and rationally
• Action oriented and self-disciplined
• Organized and detail-oriented
• Ability to maintain composure in highly escalated situations
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent guest service.

What are your primary responsibilities?

• Communicate with customers via phone, email and chat
• Provide knowledgeable answers to questions about product, pricing and availability
• Ensure customer satisfaction ratings of 9 and above
• Ensure sale of food and service bundles above acceptable levels
• Reply to all inquiries within 15 minutes of being raised
• Should be always virtually available to the customer during their stay
• Communicating with customers through various channels (email/chat/phone/social media).
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Actively listening to, promptly acknowledging and resolving customer inquiries and complaints.
• Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary and extracting insights.
• Providing feedback on the efficiency of the customer service process. Keeping yourself updated on company products and services to effectively manage customer queries
• Work with on ground staff to meet guest needs

It would be great if you also have

• Experience working in startups
• Experience/background in hospitality industry

Sounds like your dream job?

We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. We are excited to hear from you, don't hesitate to apply!

This position is based in Bangalore, India.

We only accept applications in English

Guest Support Executive, Guest Relations executive, front office executive (Hospitality), Customer support executive (Hospitality)

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Commuter assistance
• Food provided
• Provident Fund

Application Question(s):

• We must close this position urgently, can you start Immedietly?
• Are you comfortable working from office and being available over phone till 9 PM?

Experience:

• Guest relations: 1 year (Preferred)

Language:

• English (Required)

Location:

• Bengaluru, Karnataka (Required)

Work Location: In person