Guest Relationship Executive

Adissia Developers

0 - 2 years

1 - 3 Lacs

coimbatore

Posted:-1 days ago| Platform:

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Skills Required

customer service presentation skills guest handling lead qualification guest relations front office guest relationship calling sms hospitality demonstration hotel management product knowledge closure crm customer experience communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Design structured learning modules:
Foundation (new joiners onboarding: product + process + compliance) Skill enablement (voice, tone, persuasion, empathy building) Performance booster (target\-based coaching every week) Digital competency (CRM usage, follow\-up scheduling) Develop specialized scripts: New launch project pitch Re\-engagement for cold\/unreachable leads High\-ticket luxury product scripts Channel\/Referral based calling sequences Customer sentiment\-based dynamic scripts Conduct: Daily warm\-up sessions & mock calls Weekly group role\-plays & scenario drills Monthly refresher certifications B) Call Quality Governance Conduct minimum 25 detailed call audits per caller\/month with scoring on: Clarity, tone, brand language usage Product knowledge demonstration Lead qualification questions coverage Handling sensitivity (pricing\/time pressure) Closing & appointment confirmation skills Highlight Red\-flag calls create immediate action plan Coaching documentation for each agent with improvement targets C) CRM & Data Discipline Training CRM training on: Lead lifecycle movement (Inquiry Attempted Interested SV Planned SVDone Hot\/Warm) Follow\-up scheduling (SOP compliance: 2hr follow\-up for hot leads) Data hygiene: Caller notes, call purpose, next action Enforce zero lead leakage policy: All leads must be contacted within first 2 hours of creation Develop MIS dashboards for: Lead utilisation % Lead dormancy % Follow\-up compliance % D) Performance Coaching & Improvement Identify caller categories: Top performers reward & recognition inputs Mid\-performers focused skill upgrade plan Low performers intensive coaching + weekly evaluation Track: Funnel improvement (Attempt Connect Pitch SV Booked SV Attended) Agent productivity KPIs improvement Recommend incentive eligibility based on call quality E) Process & Customer Experience Enforcement Ensure 100% compliance to: No false commitments on pricing, approvals, timelines Mandatory confirmation SMS after appointment booking Mandatory WhatsApp project profile share before site visit Promote brand voice through: Standard greeting scripts Courtesy & closure standards Escalation route awareness F) Reporting & Documentation Submit daily training attendance & progress logs Weekly presentation: Skill impact report Top improvement opportunities Lead handling quality insights Maintain Training Result Records for audits