Customer Service Executive (Tourism & Hospitality)
Course Overview
This course prepares students for hotel, resort, and airport customer service roles. Students will learn to manage front desk operations, guest services, and problem resolution in hotels, ensuring smooth check-ins, check-outs, and guest satisfaction. In resorts, the focus is on guest reception, activity coordination, and VIP services, emphasizing personalized attention. At airports, students will be trained in passenger assistance, information services, and special needs support, addressing passenger concerns and ensuring a seamless travel experience. The course also covers essential skills like punctuality, professional appearance, and effective communication, equipping students to efficiently handle guest queries, complaints, and transportation arrangements.
The Duties of a Customer Service Executive
-
Meeting the Customers or Guests at the Terminal or Designated Place
- Punctuality: Arriving on time to ensure that guests do not have to wait.
- Visibility: Holding a sign with the guest’s name or the company’s logo to make it easy for them to identify you.
- Professional Appearance: Dressing appropriately to represent the company well.
-
Greeting the Customers and Arranging for Transferring Them to an Agreed Destination
- Warm Welcome: Greeting guests with a smile and a friendly attitude to make them feel comfortable and valued.
- Assistance with Luggage: Helping guests with their luggage, ensuring that it is handled carefully and efficiently.
- Transportation Arrangement: Coordinating with transportation services, such as taxis, shuttles, or private cars, to ensure guests are transferred to their destination smoothly. This includes confirming bookings, managing any delays, and ensuring the route and timing are well-planned.
-
Handling Guest Queries and Complaints
- Answering Queries: Providing information about the local area, travel details, or the services offered by the company.
- Problem-Solving: Addressing any concerns or complaints that guests might have. This requires good listening skills, empathy, and the ability to find solutions quickly and effectively.
- Communication: Keeping open lines of communication with other departments (such as customer service, transportation, or hospitality) to ensure that guest issues are resolved promptly and satisfactorily.
