Guest Services Specialist (India)

About the role

When a guest calls or texts us, it's rarely because their trip is going well. They're checking in late and can't find the lockbox. They're standing outside a unit that won't unlock. Something in the place they booked for a getaway just broke. For most guests, reaching out to us is the last thing they want to be doing with their vacation and how we handle that moment matters more than almost anything else in their stay.

What you'll do

• Read the full conversation and reservation history before responding. Every message should reflect what the guest has already told us. Never make a guest repeat…
• Listen for the real issue on live calls, not just the first thing mentioned. Guests under stress don't always lead with what's actually wrong
• Acknowledge the guest clearly and set expectations for what happens next, even when the resolution takes a few more steps
• Resolve booking questions, complaints, maintenance issues, and general inquiries in real time, following each client's specific policies and procedures
• Make outbound calls to guests, property managers, and vendors to follow up on open issues and confirm resolutions. Don't wait for the guest to have to chase us

What you need

• 2–5 yrs of experience
• Communication
• Voice process
• Reservations
• Class 10

Good to have

• Hospitality