The Customer Support Specialist in Hospitality is responsible for providing exceptional service and support to guests and potential guests, ensuring a positive and seamless experience from inquiry to post-stay. This role involves handling a wide range of customer interactions, resolving issues efficiently, and upholding the high standards of service synonymous with the hospitality industry. The ideal candidate will be a highly empathetic, patient, and proactive individual with excellent communication skills and a genuine desire to assist others. Key Responsibilities: * Guest Interaction & Communication: * Respond promptly and professionally to guest inquiries via phone, email, chat. * Provide accurate and detailed information regarding hotel services, amenities, room types, rates, availability, local attractions, and policies. * Assist guests with reservations, modifications, and cancellations, ensuring accuracy and adherence to booking procedures. * Act as a first point of contact for guest feedback, complaints, and special requests. * Actively listen to guest concerns, empathize with their situation, and take ownership of their issues. * Proactively identify potential issues and implement preventative measures to enhance guest satisfaction. * Maintain accurate and detailed records of all guest interactions, inquiries, and resolutions in the designated CRM or property management system (PMS). * Process payments, refunds, and adjustments accurately and securely (if applicable to a booking/front desk role). * Assist with administrative tasks as required, such as report generation or data entry. * Identify opportunities to upsell or cross-sell hotel services and amenities that enhance the guest experience. * Contribute to a positive and supportive team environment. * Consistently deliver service that exceeds guest expectations, creating memorable and positive experiences. * Adhere to all brand standards and service protocols. * Maintain a professional appearance and demeanor at all times.