Guest Experience Agent
- OYO
- 1 - 6 years
- Noida, Gurugram
- 7 months ago
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Job Description
Key Responsibilities:
- Deliver prompt, friendly, and efficient 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:
- 1+ years in customer support, hospitality, or a related role (freshers with strong communication may apply)
- 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
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Guest ServicesEmployement Type: FreshersContact Details:
Company: OYOLocation(s): Noida, Gurugram+ View Contact
Keyskills: Email and Chat Support Customer Service Guest Relations Verbal and Written Communication Problem Solving Empathy and Patience
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