Guest Experience Agent

OYO

1 - 6 years

4 - 6 Lacs

Gurugram

Posted:9 hours ago| Platform:

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Skills Required

Email and Chat Support Customer Service Guest Relations Verbal and Written Communication Problem Solving Empathy and Patience

Work Mode

Work from Office

Job Type

Full Time

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

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