Guest Experience Specialist

GUEST EXPERIENCE SPECIALIST

Guest Relations | Travel Support | Customer Experience

Location: Gurugram

Experience: 3+ years

Reporting To: Guest Experience Manager

About Hi Tours

Hi Tours is part of the Hi Tours Group and specializes in custom luxury holidays and honeymoons across Asia, Europe and the Middle East. Every trip is built around your dates, your pace and your budget by a holiday specialist who knows the destination first-hand. In thirty years we have sent millions of happy travelers on their way.

About the Role

The Guest Experience Specialist manages the guest journey from booking deposit until their return home. This role ensures smooth communication, timely payments, accurate travel documents, and reliable support before and during the trip. You will be the guest’s primary point of contact, working closely with internal teams to deliver a seamless travel experience.

The role requires flexibility to work evenings, weekends, and departure days as per the assigned rota.

Key Responsibilities

• Guest Onboarding: Take over from the Sales Team, introduce yourself, and explain booking details, next steps, and payment timelines.
• Payment Management: Track and collect outstanding payments within the defined timelines.
• Pre-Departure Coordination: Create a group chat 7–10 days before departure, verify travel documents, and brief guests on their itinerary over a call.
• Change Requests: Coordinate guest-requested changes with the Booking Team and communicate confirmed details and costs.
• In-Trip Support: Provide timely assistance, conduct daily check-ins, and keep guests informed until issues are resolved.
• Issue Resolution: Coordinate with internal teams to resolve concerns and ensure guests receive updates within committed timelines.
• Post-Trip Follow-Up: Contact every guest after their return, collect feedback, and request reviews and referrals.
• Record Keeping: Maintain accurate records of guest communication, pending queries, payments, and feedback.

Key Performance Indicators

Guest satisfaction scores and feedback | Timely collection of outstanding payments | Accuracy of travel documents and pre-departure readiness | Response time and issue resolution | Reviews and referrals generated | Compliance with follow-ups and record maintenance.

What We Are Looking For

• 3+ years of experience in premium guest service or customer support, preferably in hotels, airlines, concierge, or travel.
• Excellent communication skills and a calm, empathetic approach to handling complaints.
• Strong organization, attention to detail, and follow-up discipline.
• Ability to coordinate with multiple teams and manage guest expectations.
• Comfortable working evenings, weekends, and departure days.
• Preferred: Travel operations experience, an additional language, or personal travel experience.

The Ultimate KRA for This Role

Deliver a seamless guest experience from deposit to return through proactive communication, accurate documentation, timely payment collection, effective issue resolution, and high guest satisfaction.