About this role
WE ARE HIRING: Customer Relationship Officer (CRO)
Location: Colombo, Sri Lanka
Employment Type: Full-Time
Work Arrangement: Onsite
Industry: Hospitality, Entertainment & Leisure
About the Role
Our client is seeking dynamic, customer-focused, and service-oriented Customer Relationship Officers (CROs) to support guest engagement and customer service operations within a fast-paced hospitality and entertainment environment.
The successful candidate will be responsible for creating exceptional guest experiences, building strong customer relationships, managing guest inquiries, and delivering personalized service to guests from diverse international backgrounds.
This role is ideal for individuals with excellent communication skills, a warm personality, and the ability to confidently engage with multicultural clients and visitors.
Key Responsibilities
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Guest Relations & Customer Experience
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Welcome and engage guests in a professional and friendly manner.
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Build strong relationships with guests and ensure outstanding customer experiences.
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Respond promptly and professionally to guest inquiries, requests, and concerns.
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Provide personalized support and assistance based on guest preferences and requirements.
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Maintain high standards of guest satisfaction and service excellence.
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Customer Relationship Management
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Develop and maintain positive relationships with regular and VIP guests.
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Proactively engage with guests to understand their needs and expectations.
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Gather customer feedback and communicate observations to management.
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Support customer retention and loyalty initiatives.
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Communication & Coordination
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Communicate confidently with international guests from diverse cultural backgrounds.
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Coordinate with internal departments to ensure guest requests are fulfilled efficiently.
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Support customer service initiatives and service improvement activities.
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Maintain accurate records of guest interactions and service requests when required.
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Service Excellence
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Deliver professional hospitality and customer care standards at all times.
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Support the organization in creating a welcoming and engaging guest environment.
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Handle sensitive situations professionally while preserving positive guest relationships.
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Contribute to maintaining the organization's reputation for exceptional customer service.
Requirements
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Excellent verbal communication and interpersonal skills.
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Fluency in English is mandatory.
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Fluency in one or more of the following languages will be a strong advantage:
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Urdu
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Hindi
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Mandarin Chinese
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Strong customer engagement and relationship-building capabilities.
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Ability to interact confidently with international guests from diverse backgrounds.
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Excellent presentation and interpersonal skills.
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Professional appearance and customer-oriented personality.
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Ability to work effectively in a fast-paced, customer-facing environment.
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Strong problem-solving and communication skills.
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High level of professionalism and customer service orientation.
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Preferred Profile
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Previous experience in:
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Customer Relations
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Guest Relations
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Hospitality
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Hotels
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Tourism
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Casinos
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Luxury Customer Service
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Other customer-facing service industries
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Experience dealing with international customers and multicultural environments.
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Strong relationship management and guest engagement skills.
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Ready to take your career to new heights?
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We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!
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Our client is looking for talented individuals to fill the role of Customer Relationship Officer (CRO).
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Apply now and see how you can be the perfect fit for this exclusive position!