Lohono - Manager - Home Owner Relations

Manager - Home Owner Relations

Location : Goa and Mumbai

Purpose of the role : Act as a primary point of contact for all the home owners/rental guests thus aiming to ensure 100% guest satisfaction.

Designation Manager - Home Owner Relations

Duties & Responsibilities:

- Serve as first point of contact for all check-in/home owners

- Collates a centralized database of all the queries/complaints/concerns received from home owners/rental guests and ensures they are attended to by internal team

- Seek, process and assist in executing rental home owners'/rentals guests requests and queries with the help of concerned department

- Attend and record queries regarding services, processes and re-direct them to the respective manager/team member

- Responsible to follow up, co-ordinate and find conclusions to all the relevant issues and concerns raised by home owners/rental guests

- Actively coordinates with internal teams to ensure timely attention to guest services

- Escalate unattended matters to Guest relations manager and seek augmented support wherever necessary

- Maintain trackers, reports for client interaction, glitches attended and resolved, open or closed issues, list of escalations created and issues resolved

- Collects feedback and ensure query/concern resolution

Skills Required:

- Good communication skills

- Good interpersonal skills

- Active problem-solving skills

- Customer Focus

- Ability to handle pressure

- Well-presented, polite and tactful

- Good organizational skills

- Must be flexible with working nights, weekends, and holidays.

- Proven excellence in customer service.

Educational Qualifications : Bachelors/PG (Hotel Management/Travel and Tourism)

Prior work experience : 5 - 7 years of prior experience in Customer Service/Guest Relations