The Elite Guest Relations Executive is responsible for delivering exceptional support and personalized service to high-value guests booking through our Online Travel Agency (OTA). The role focuses on handling premium customers, resolving issues efficiently, and ensuring a seamless travel experience from booking to post-stay.
Key Responsibilities
- Provide high-quality customer service to elite, VIP, and priority customers.
- Handle booking inquiries, modifications, cancellations, and special requests with accuracy and care.
- Coordinate with hotels, partners, and internal teams to ensure smooth reservation processing.
- Monitor and resolve escalated cases promptly, maintaining professionalism at every stage.
- Build strong customer relationships by offering personalized assistance and proactive communication.
- Track service trends and provide feedback to improve customer experience and platform processes.
- Maintain detailed records of interactions in the CRM system.
Skills & Requirements
- Bachelor's degree in Hospitality, Tourism, Business, or related field (preferred).
- 24 years of experience in customer service, hospitality, travel, or OTA environment.
- Experience working with VIP guests and managing high-profile events.
- Strong communication skills (verbal and written).
- High attention to detail with excellent problem-solving abilities.
- Ability to handle multiple tasks and work in a fast-paced, customer-focused environment.
- Proficiency in CRM platforms and Microsoft Office tools.
- Flexible availability, including weekends and holidays if required.
Key Competencies
- Customer-centric mindset
- Professional attitude and etiquette
- Conflict resolution and negotiation skills
- Team player with ownership and accountability
- Time management and prioritization
