Customer Support/Guest Service
Internshala
About the job
About RAHOFounded in June 2022 by Sidharth Somana, Simona Mohan, and Gautham Somana, Raho Hospitalities is committed to bridging the gap in quality accommodation options in non-urban destinations such as Coorg, Ooty, and Gokarna. We focus on delivering memorable, high-quality vacation experiences through thoughtful hospitality and exceptional guest service. Title: Guest Service Representative(1+ Year) Senior Guest service Representative(4+ year , Hospitality industry Mandate)Location: Bangalore, IndiaExperience: Experience in the hospitality industry or Customer support, candidates with a psychology background are welcome to apply!
Role OverviewThe Guest Service Representative plays a critical role as the first point of contact for our guests. This role is responsible for building strong, long-lasting relationships with guests by providing timely, empathetic, and effective support across multiple communication channels. At RAHO, guests come firstand this role is key to ensuring a smooth, delightful, and memorable stay experience.
Key Responsibilities
- Communicate with guests via phone, email, chat, and OTAs
- Respond to all guest inquiries within 15 minutes (TAT)
- Provide accurate and knowledgeable information on rooms, pricing, availability, food, and services
- Ensure guest satisfaction ratings of 9 and above
- Proactively upsell food and service bundles to meet acceptable sales benchmarks
- Be virtually available to guests throughout their stay for support and assistance
- Actively listen to guest concerns and resolve issues promptly and professionally
- Handle guest complaints with empathy, ownership, and solution-oriented thinking
- Coordinate closely with on-ground operations, housekeeping, and kitchen teams to meet guest needs
- Maintain detailed records of guest interactions, feedback, and complaints
- Extract insights from guest feedback and share them with internal teams
- Provide suggestions to improve guest service processes and efficiency
- Stay updated on company offerings, SOPs, and service standards
Skills & Qualities Were Looking For
- Strong verbal and written communication skills (English required)
- Customer-first mindset with high empathy and patience
- Ability to multitask and work under pressure
- Strong coordination and follow-up skills
- Problem-solving and conflict-resolution ability
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