Customer Service Executive [ Hospitality] at Elvaridah

Job Summary

• The Customer Service Executive will serve as the primary point of contact for customers and guests, ensuring a high standard of service delivery across all interactions. The role requires prior experience within the hospitality industry (hotel, restaurant, or related service environment) and a strong ability to manage customer expectations, resolve issues efficiently, and contribute to overall customer satisfaction and business reputation.

Key Responsibilities

Customer Interaction & Service Delivery

• Provide courteous, professional, and personalized service to customers and guests, ensuring their needs are promptly attended to from arrival to departure.

Inquiry Management

• Respond to customer inquiries regarding services, menus, reservations, pricing, and policies through in-person, phone, and digital communication channels.

Complaint Handling & Resolution

• Receive, investigate, and resolve customer complaints calmly and effectively, ensuring issues are closed within agreed timelines and escalated appropriately when necessary.

Reservations & Order Processing

• Manage customer reservations, bookings, and orders accurately while ensuring information is correctly recorded in company systems.

Interdepartmental Coordination

• Liaise with relevant departments such as front office, kitchen, housekeeping, and operations teams to ensure customer requests are fulfilled efficiently.

Customer Experience Improvement

• Gather customer feedback and identify service gaps or improvement opportunities to enhance overall service quality.

Service Standards Compliance

• Ensure all service interactions comply with company policies, brand standards, and hospitality best practices.

Upselling & Revenue Support

• Promote additional services, menu items, and special offers to customers where appropriate to increase revenue and enhance their experience.

Record Keeping & Reporting

• Maintain accurate records of customer interactions, complaints, and feedback, and prepare basic reports when required by management.

Professional Representation

• Maintain a professional appearance and conduct at all times, serving as a positive representative of the company brand.

Qualifications & Experience

• Minimum of 2–3 years experience in a customer-facing role within a hotel, restaurant, or hospitality organization.
• OND/HND/BSc in Hospitality Management, Business Administration, or a related field is an advantage.
• Experience using POS systems, booking platforms, or customer service software is desirable.