Customer Relationship Officer

Job Description

Title: Customer Relationship Officer

Company Name: Empyrean Hotel

Vacancy: 1

Age: 20 to 40 years

Job Location: Dhaka (Tejgaon)

Salary: Tk. 15000 - 18000 (Monthly)

Experience:

Published: 2025-12-22

Application Deadline: 2026-01-21

Education:

• Bachelor/Honors

• Age 20 to 40 years
• Only Female

• Strong communication skills (Bangla & English)
• Experience with OTA platforms and hotel PMS systems
• Knowledge of online customer handling and digital sales
• Customer-focused mindset and problem-solving skills

Online Reservation & Sales Management

• Handle online room bookings through website, OTA platforms (Booking.com, Agoda, Expedia, etc.), Facebook, WhatsApp, and email
• Respond promptly to online inquiries, messages, and booking requests
• Convert online inquiries into confirmed reservations

Customer Relationship Management

• Communicate professionally with guests before, during, and after their stay
• Build positive relationships with guests to encourage repeat bookings
• Handle special requests (early check-in, late check-out, room preference, etc.)

OTA & Channel Management

• Update room availability, pricing, and promotions on OTA platforms
• Monitor booking status, cancellations, and modifications
• Coordinate with front office and revenue team to avoid overbooking

Online Sales Promotion

• Promote hotel offers, packages, and seasonal discounts through online channels
• Assist in executing digital marketing campaigns (Facebook, Instagram, Google, etc.)
• Upsell hotel services such as airport pickup, dining, spa, or event facilities

Guest Feedback & Complaint Handling

• Handle online reviews and guest feedback professionally
• Resolve online complaints and coordinate solutions with relevant departments
• Encourage satisfied guests to leave positive reviews

Payment & Documentation

• Coordinate online payments and booking confirmations
• Maintain accurate online booking records and customer databases
• Prepare daily online sales and reservation reports

Coordination & Internal Communication

• Coordinate with Front Office, Housekeeping, and Accounts departments
• Ensure guest information is properly shared before arrival
• Update management on online sales performance

Policy Compliance & Service Standards

• Follow hotel policies, pricing rules, and cancellation policies
• Maintain confidentiality of guest data
• Ensure service quality aligns with hotel brand standards

• Mobile bill
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• Monthly Service Charge