Lite Stays operates premium, fully-furnished urban apartments across Mumbai, offering curated hospitality experiences for business and leisure travelers. We focus on guest satisfaction, operational excellence, and high review ratings.
Role Overview
We are looking for a proactive and solution-oriented Customer Support Executive based in Mumbai to manage guest communication, resolve issues efficiently, and ensure smooth check-ins and check-outs across multiple properties.
This is a high-responsibility role requiring strong communication skills, presence of mind, and hospitality mindset.
Key Responsibilities
Guest Communication
Share check-in instructions and property details
Respond to queries within SLA time (5-10 minutes preferred)
Maintain polite, skilled, brand-aligned tone
Booking & Operations Coordination
Coordinate with housekeeping for check-in readiness
Track early check-in / late checkout approvals
Ensure ID verification (Form C / OneQID if applicable)
Issue Resolution
Coordinate with maintenance vendors
De-escalate guest complaints calmly
Ensure resolution before negative review escalation
Reporting & Documentation
Maintain daily log of guest issues
Update Google Sheets / CRM systems
Track review ratings & feedback
Escalate serious issues to Operations Manager
Required Skills : Excellent English & Hindi communication
Experience in hospitality / Airbnb / hotel industry preferred
Strong problem-solving ability
Ability to handle pressure & urgent situations
Basic knowledge of Google Sheets & WhatsApp Business
Professional phone etiquette
Preferred Experience
1-3 years in hotel front office / OTA support
Knowledge of Mumbai localities is a plus
Compensation
₹20,000 - ₹25,000 per month (based on experience)
Performance-based incentives linked to guest ratings
What We Value
Calm under pressure
Accountability
Guest-first thinking
Ownership mindset
Attention to detail
Job Types : Full-time, Permanent
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits :
- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement
Work Location: Hybrid remote in Andheri West, Mumbai, Maharashtra
📌 Customer Support Associate (Andheri East)
🏢 Lite Stays
📍 Andheri East
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