Customer Service Representative

Company Description

Luxury Cloud, a brand under Travel Oyster India Pvt Ltd, specializes in crafting bespoke holiday experiences. With 27 years of industry expertise, the company, based in New Delhi, has served over 20,000 clients and planned holidays across more than 65 countries. As a trusted partner of world-renowned luxury hotel chains and services, Luxury Cloud caters to business and leisure travel needs, including air tickets, accommodations, visas, and event planning. Known for its personalized service, Luxury Cloud has a portfolio of high-profile clients, including Bollywood celebrities and high-net-worth individuals. Luxury Cloud remains committed to offering professional, reliable, and seamless travel solutions for global and domestic destinations.

Job Title: CRM Executive Hotels & Hospitality (Inbound and Outbound Calls)

Experience: Minimum 34 Years (Must have in Hotels/ Hospitality Sector)

Industry: Hotels / Hospitality

Job Summary

We are looking for an experienced CRM Executive from a reputed hotel or hospitality background to join our team. The ideal candidate will be responsible for managing guest relationships, enhancing customer loyalty, and ensuring a seamless guest experience through effective communication and coordination. Candidates must come majorly from a reputed hotel or hospitality environment and possess excellent communication and interpersonal skills.

Key Responsibilities

• Manage and maintain guest data, profiles, and interaction history in the CRM system
• Handle guest communication before, during, and after their stay
• Coordinate with front office, reservations, sales, and operations teams to ensure guest satisfaction
• Manage guest feedback, complaints, and service recovery in a professional manner
• Execute guest engagement, loyalty, and retention initiatives
• Follow up with repeat guests, corporate clients, and high-value customers
• Ensure accurate documentation and reporting of guest interactions
• Support marketing and sales teams with customer insights and data analysis

Requirements & Skills

• Must have 34 years of experience as a CRM Executive in hotels or hospitality Sector only.
• Strong exposure to reputed/Luxury hotels, resorts, or hospitality brands
• Excellent communication, presentation, and interpersonal skills
• Strong customer-centric approach with attention to detail
• Experience working with hotel CRM systems and PMS
• Ability to manage multiple stakeholders and guest expectations
• Proficient in MS Office, Google sheets and CRM tools.
• Fluent in English and Hindi; additional languages are an advantage

Preferred Attributes

• Strong problem-solving and follow-up skills
• Professional grooming and etiquette
• Ability to build long-term guest relationships
• Team player with a proactive mindset

• Candidates can directly apply on hr@luxurycloud.in.