Customer Relations Executive (CRE)

Key Responsibilities:

Guest Interaction & Service

• Welcome and greet guests professionally.
• Assist guests during check-in and check-out procedures.
• Provide accurate information about hotel facilities, services, and offers.
• Ensure guests feel comfortable and valued throughout their stay.

Telecalling & Guest Communication

• Handle inbound and outbound calls professionally.
• Respond to guest inquiries regarding bookings, services, packages, and events.
• Follow up with guests for confirmations, feedback, and service updates.
• Maintain proper call records and communication logs.
• Support reservation or sales teams through guest follow-ups when required.

Guest Experience Management

• Ensure high levels of guest satisfaction.
• Handle VIP guests and provide personalized services.
• Arrange special requests such as celebrations and room preferences.

Complaint Handling

• Address guest complaints calmly and professionally.
• Provide timely solutions and ensure resolution.
• Escalate complex issues to management when necessary.

Coordination with Departments

• Coordinate with housekeeping, F&B, and maintenance teams.
• Ensure guest requests are fulfilled promptly.
• Maintain smooth inter-department communication.

Administrative Duties

• Maintain guest feedback and service records.
• Prepare daily interaction and complaint reports.
• Monitor service quality and suggest improvements.