Customer Service Executive [ Hospitality]

Position Overview

We are seeking a Customer Service Executive to serve as the primary point of contact for customers and guests. You will ensure a high standard of service delivery across all interactions. This 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
• Ensure issues are closed within agreed timelines and escalated appropriately when necessary

Reservations & Order Processing

• Manage customer reservations, bookings, and orders accurately
• Ensure 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 and documentation of customer interactions and transactions