Guest Relations Executive

• OceanAir travels is the fastest growing travel & tourism agency in the UAE, as well as the top ranked online travel service provider on the leading International Online portals.
• We are looking for a Guest Relation, should have exceptional interpersonal communication skills as he/she constantly needs to build a relationship with guests as well as the internal staff members.

Responsibilities and Duties:

• Anticipate guest needs and build rapport with customers
• Address customer complaints and escalate to concern team when needed
• Provide information about amenities, area, venues and promote services
• Offer assistance with certain tasks like confirming travel arrangements, taking messages etc.
• Responsible for informing guest’s pickup time and clearing their general travel
• doubts.
• Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction
• Coordinate and manage communication between guests and Operations Team and follow up to ensure we resolve customer concerns.
• Ensure clients are properly conveyed all the travel itinerary and pickup time previous night before the tour.
• Communicating with our Customers over the phone, Emails, Web chat, or any social media channels.
• Sending a confirmation email to customers for there pick up time within 24 Hours prior to the tour time.
• Contacting customers 10 minutes before the pick up time to make sure they are ready.
• Connecting customers with the pick up service at the pick up time.
• In case of any pick up delay informing customers and following up the pick up until it is Done.
• Contacting the customer during or after the tour to get the customer feedback.
• Getting at least 5 stars review for each booking.
• Managing customer complains or objection.
• Removing and managing negative feedback from the customers.
• Able to work in different shifts as per the company schedule
• Monitor the reviews ranking for all products, guides and leaders