Customer Service Representative at FoliXx Hospitality

Job Summary

• Are you an eloquent, mature, and customer-focused professional? Do you excel in building relationships and creating memorable guest experiences?
• We are seeking a dynamic Customer Care Representative to join our team. If you’re driven by customer satisfaction and passionate about hospitality, this role is perfect for you!

Key Responsibilities

• Reservations: Handle customer reservations efficiently and accurately, ensuring a seamless booking process.
• Inquiries: Respond promptly to customer inquiries via phone, email, and in person, providing detailed and helpful information about our services.
• Upselling: Identify opportunities to upsell services, packages, or products to enhance guest experiences and increase revenue.
• Feedback Management: Collect and document customer feedback, addressing concerns professionally and escalating issues when necessary.
• Guest Relations: Foster positive relationships with customers, creating a welcoming and memorable experience for every guest.
• Customer Satisfaction: Monitor and ensure a high level of customer satisfaction by addressing needs and resolving issues swiftly.
• Coordination: Collaborate with other departments to ensure customer needs are met and their expectations are exceeded.
• Reporting: Maintain records of reservations, inquiries, and customer feedback for reporting and improvement purposes.

Key Requirements

• Proven experience in customer care, guest relations, or a similar role, preferably in the hospitality industry.
• Strong communication skills with a clear, eloquent, and professional demeanor.
• A customer-centric mindset with a passion for delivering outstanding service.
• Mature, approachable, and confident personality to engage with diverse customers.
• Ability to upsell effectively and handle objections with professionalism.
• Excellent organizational and multitasking skills to manage reservations, inquiries, and feedback simultaneously.
• Proficiency in using reservation and customer relationship management (CRM) systems is a plus.
• Flexibility to work shifts, including evenings, weekends, and holidays as needed.
• Candidates should possess an HND / B.Sc Degree with 2-5 years experience.