Hend Elmorsi

Customer Interaction:

*Respond promptly and professionally to incoming calls, emails, and chat messages from guests and clients.

*Provide accurate information about our services, including room availability, rates, and promotions.

*Address and resolve guest concerns and complaints efficiently and empathetically.

Reservations and Booking:

• Assist guests with making, modifying, or canceling reservations.
• Ensure that all reservation details are accurately entered into the booking system.
• Offer and upsell additional services and packages when appropriate.

Information Management:

• Maintain comprehensive knowledge of our company’s services, policies, and procedures.
• Update and manage guest records and documentation in our system.

Problem Resolution:

• Handle guest complaints and issues with a focus on finding effective and timely solutions.
• Collaborate with other departments to resolve guest concerns and enhance their experience.

Customer Service Excellence:

• Follow company guidelines to ensure high standards of service are maintained.
• Strive to exceed guest expectations and contribute to a positive guest experience.

Administrative Duties:

• Prepare and submit reports on call metrics, guest feedback, and other relevant data.
• Participate in training sessions and meetings as required.
  

Customer Service: Answer calls, emails, and messages promptly, providing accurate information about bookings, amenities, and services while addressing guest concerns with professionalism and empathy.

Reservations Management: Assist guests with making, modifying, or canceling reservations, ensuring all details are accurately recorded in the booking system.

Issue Resolution: Handle guest complaints and problems effectively, collaborating with other departments as needed to ensure satisfactory resolutions.

Information Maintenance: Keep up-to-date with company services, policies, and procedures, and update guest records as required.

Administrative Support: Document interactions and prepare reports on call metrics and guest feedback, contributing to continuous improvement in service quality.

• Handle incoming calls, emails, and chat requests from customers seeking technical assistance.
• Diagnose and troubleshoot technical issues related to our products or services, including software, hardware, and connectivity problems.
• Provide step-by-step guidance to customers to resolve issues and ensure they can use our products or services effectively.