Key Responsibilities:

- Deliver prompt, friendly and effective communication to guests via phone, email and chat

- Handle guest inquiries, special requests and complaints with a customer-first mindset

- Monitor upcoming guest arrivals and departures to ensure operational readiness

- Coordinate with housekeeping, maintenance and operations to resolve issues swiftly

- Escalate urgent matters appropriately and ensure timely follow-ups

- Support guests with check-in/out processes and property access

- Maintain accurate records of all guest communications and resolutions

- Contribute to internal knowledge bases and process improvements

- Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times

Qualifications and Skills:

- 2+ years in customer support, hospitality or a related role

- Excellent verbal and written English communication skills

- Ability to multitask and remain calm under pressure

- Tech-savvy with CRM and ticketing tools (e.g., Zendesk, Freshdesk)

- Willingness to work in shifts, including weekends and public holidays
- A positive, problem-solving attitude with high attention to detail

📌 Guest Experience Agent (Gurugram)
🏢 OYO
📍 Gurugram