To ensure exceptional guest experience by welcoming guests, handling inquiries, managing reservations, conducting telecalling activities, promoting hotel and restaurant services, addressing guest concerns and maintaining strong customer relationships to enhance guest satisfaction and repeat business.
1\. Guest Relations
- Welcome and assist guests in a professional and courteous manner.
- Ensure guests receive prompt attention and excellent service.
- Handle guest inquiries, requests, feedback and complaints efficiently.
- Maintain a positive guest experience throughout their visit.
- Follow up with guests regarding service satisfaction.
2\. Restaurant \& Resto Café Operations
- Receive and manage restaurant and café reservations.
- Guide guests regarding menu offerings, promotions and special events.
- Coordinate with service staff to ensure smooth guest seating and service.
- Monitor guest satisfaction during dining experiences.
- Promote daily specials, buffet offers and seasonal promotions.
3\. Hotel Room Reservations
- Handle room booking inquiries through phone, WhatsApp, email and walk\-ins.
- Explain room categories, tariffs, facilities and hotel policies.
- Coordinate with Front Office and Housekeeping regarding room availability.
- Maintain reservation records accurately.
4\. Telecalling \& Sales Activities
- Conduct outbound calls to potential and existing customers.
- Follow up with previous guests for repeat bookings.
- Promote room packages, restaurant offers, café promotions and special events.
- Generate leads for corporate bookings, group bookings and events.
- Maintain customer database and telecalling records.
- Achieve monthly lead generation and conversion targets.
5\. Customer Relationship Management
- Build long\-term relationships with guests and customers.
- Collect guest feedback and suggestions.
- Maintain guest history and preference records.
- Encourage online reviews and referrals.
6\. Communication \& Coordination
- Coordinate with Front Office, F\&B Service, Housekeeping and Sales departments.
- Ensure proper communication of guest requests to concerned departments.
- Participate in daily briefings and operational meetings.
7\. Administrative Responsibilities
- Maintain reservation registers and guest databases.
- Prepare daily call reports and guest feedback reports.
- Update customer contact information.
- Assist in preparing promotional campaigns and customer engagement activities.
Required Skills
- Excellent communication skills in English and Malayalam.
- Basic Hindi communication preferred.
- Strong telephone etiquette.
- Customer service orientation.
- Sales and persuasion skills.
- Good interpersonal and relationship\-building skills.
- Computer proficiency (MS Office, Email, WhatsApp Business).
- Ability to handle guest complaints professionally.
Qualification
- Degree/Diploma in Hotel Management, Tourism, Business Administration or any relevant field.
- Freshers with good communication skills can apply.
- Experience in hospitality, telecalling, customer service or guest relations is preferred.
Pay: ₹12,000\.00 \- ₹20,000\.00 per month
Benefits
Work Location: In person