Key Responsibilities

Prepare the Movement Chart covering all FIT, GIT, Series, and MICE bookings 2 days before guest arrival, cross-checking against DMC and Logistics reports.
Clarify any missing information with the Service Booking File Handler before finalizing.
Conduct a final review and share the next day's Movement Chart with all concerned teams daily by 5:30 PM IST.

Reconfirm transfer bookings with transport suppliers one day before operation via WhatsApp, sharing booking number, guest details, pickup/drop-off locations, reporting time, and vehicle type.
Reconfirm restaurant bookings with suppliers via WhatsApp, sharing booking number, guest details, reporting time, and meal requirements.
Obtain written confirmation through supplier WhatsApp groups.
Escalate any supplier non-response or discrepancy to the Supervisor immediately and coordinate alternative arrangements with the Service Booking Team and File Handler.

Arrange and conduct a pre-arrival call with guests 48 hours before arrival, introducing the support team, reviewing the itinerary, explaining do's & don'ts, and addressing concerns or special requests.
Update the Pre-Arrival Call Sheet immediately after each call, ensuring pending calls are completed at least 24 hours prior to arrival and guest remarks are logged accurately.
Create a dedicated WhatsApp group with the Customer Support Team, File Handler, Manager, and agent (if requested), sharing a welcome message, emergency contact number, and arrival instructions.
Verify service dates and share tickets, mail confirmations, and pickup timings/locations daily from 3:00 PM IST, ensuring all details match the confirmed itinerary.

Reconfirm duty details with the assigned driver 1 hour before scheduled pickup and verify vehicle reporting status 20 minutes prior.
Inform guests and the File Handler immediately of any driver delay, and obtain the driver's live location to provide accurate pickup updates.
Ensure vehicle condition, driver presentation, water bottles, and tissues meet standard where a Guide/Coordinator is included.
Monitor flight arrival/departure statuses and update suppliers promptly on delays or early pickup requirements.
Confirm pickup completion with the driver and update the guest WhatsApp group; share map locations for unfamiliar pickup points.

Acknowledge all guest requests or escalations within 2-5 minutes of receipt and ensure full resolution within 20 minutes.
Handle service failures and complaints with care, ensuring an optimal solution or compensation is provided to guarantee guest satisfaction.
Report all escalations to the Supervisor and File Handler immediately via email or dedicated WhatsApp groups.
Log and update all escalations on the standard Irregularity Form in a timely manner.

Proactively identify upselling opportunities and coordinate additional service bookings with the Service Booking Team.
Meet and greet VIP guests at hotels and assist with check-in procedures.
Share the feedback form with guests one day prior to departure and follow up the next day if no response is received.
Escalate any complaints or suggestions to the Supervisor and File Handler via email, and consolidate feedback for monthly reporting to management.

Who You'll Work With

File Handlers, the Service Booking Team, suppliers, drivers and coordinators, and management.