Customer Relationship Officer at The 99Edge

Job Description

• Customer Relationship Officer will play a vital role in ensuring that guests at our apartments have a pleasant and memorable experience.
• He/She will be responsible for building and maintaining positive relationships with our guests, providing exceptional customer service, and addressing any issues or concerns they may have. 
• The primary focus will be creating a welcoming and comfortable environment, exceeding guest expectations, and fostering guest loyalty.

Responsibilities

• Establish rapport and build strong relationships with guests to understand their needs and preferences.
• Act as a primary point of contact for guests throughout their stay, addressing inquiries/requests and resolving any issues promptly and efficiently.
• Anticipate guest needs and proactively offer personalized services and recommendations to enhance their experience.
• Provide exceptional customer service to ensure a positive and memorable stay for guests.
• Handle guest complaints or concerns with professionalism, empathy, and a solid commitment to resolving issues to the guest's satisfaction.
• Collaborate with relevant departments to ensure the timely resolution of guest requests and concerns.
• Conduct regular follow-ups with guests during their stay to ensure their needs are met and to gather feedback for continuous improvement.
• Implement strategies to enhance guest satisfaction, loyalty, and repeat bookings.
• Build and maintain a guest database, recording preferences and special requirements for future visits.
• Coordinate guest recognition programs, such as loyalty programs, personalised amenities, and special promotions, to foster guest loyalty.
• Seek opportunities to upsell additional services or upgrades to enhance the guest experience and generate additional revenue.
• Communicate effectively with the operations team and other relevant departments to ensure smooth operations and guest satisfaction.
• Coordinate with the customer success team to manage guest bookings, apartment allocations, and special requests.
• Keep accurate records of guest interactions, feedback, and complaints in the appropriate systems.
• Collaborate with the marketing team to develop guest engagement initiatives and promotional activities.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Proven experience in a customer service or guest relations role, preferably in the hospitality industry.
• Exceptional interpersonal and communication skills with the ability to build rapport quickly.
• Strong problem-solving and conflict-resolution abilities.
• Excellent organizational and time management skills.
• Ability to work effectively both independently and as part of a team.
• Proficiency in using customer relationship management (CRM) software and other relevant computer systems.
• Flexibility to work shifts, including weekends and holidays, as required.

Benefits

• Commission on additional services