Customer Service Executive [ Hospitality] at Elvaridah

Job Summary


The Customer Service Executive will serve as the primary point of contact for customers and guests, ensuring a high standard of service delivery across all interactions. The role requires prior experience within the hospitality industry (hotel, restaurant, or related service environment) and a strong ability to manage customer expectations, resolve issues efficiently, and contribute to overall customer satisfaction and business reputation.


Key Responsibilities

Customer Interaction & Service Delivery


Provide courteous, professional, and personalized service to customers and guests, ensuring their needs are promptly attended to from arrival to departure.


Inquiry Management


Respond to customer inquiries regarding services, menus, reservations, pricing, and policies through in-person, phone, and digital communication channels.


Complaint Handling & Resolution


Receive, investigate, and resolve customer complaints calmly and effectively, ensuring issues are closed within agreed timelines and escalated appropriately when necessary.


Reservations & Order Processing


Manage customer reservations, bookings, and orders accurately while ensuring information is correctly recorded in company systems.


Interdepartmental Coordination


Liaise with relevant departments such as front office, kitchen, housekeeping, and operations teams to ensure customer requests are fulfilled efficiently.


Customer Experience Improvement


Gather customer feedback and identify service gaps or improvement opportunities to enhance overall service quality.


Service Standards Compliance


Ensure all service interactions comply with company policies, brand standards, and hospitality best practices.


Upselling & Revenue Support


Promote additional services, menu items, and special offers to customers where appropriate to increase revenue and enhance their experience.


Record Keeping & Reporting


Maintain accurate records of customer interactions, complaints, and feedback, and prepare basic reports when required by management.


Professional Representation


Maintain a professional appearance and conduct at all times, serving as a positive representative of the company brand.


Qualifications & Experience


Minimum of 2 - 3 years experience in a customer-facing role within a hotel, restaurant, or hospitality organization.
OND/HND/BSc in Hospitality Management, Business Administration, or a related field is an advantage.
Experience using POS systems, booking platforms, or customer service software is desirable.