Job Description

The Guest Relations Executive is responsible for managing the full guest communication lifecycle and operational coordination to ensure a smooth, professional, and disruption-free guest experience from pre-arrival to post-checkout. This role acts as the first line of defense between guests and operational issues.

Guest Communication & Experience

• Manage all guest communication across approved channels.
• Conduct check-in and check-out calls/messages as per SOP timelines.
• Proactively anticipate guest needs and address concerns before escalation.
• Always maintain a professional and solution-oriented tone.

Booking & Revenue Support

• Support booking inquiries and contribute to conversion.
• Ensure listing details and house rules are clearly communicated.
• Flag pricing or availability issues when identified.

Operational Coordination

• Coordinate with housekeeping, maintenance, and GSOs.
• Log, track, and follow up on all issues until closure.
• Ensure zero guest-impacting issues remain unresolved during stays.
• Verify unit readiness prior to check-in.

Documentation & Reporting

• Ensure all interactions and issues are logged accurately.
• Review inspection reports and escalate deviations.
• Track maintenance reports and confirm closure.
• Maintain accurate shift handovers.

Escalation & Risk Control

• Escalate guest-impacting issues immediately.
• Identify repeat issues for preventive action.
• Do not promise outcomes outside approved authority.

Requirements

Working Hours: AM Shift: 8am–5pm (Can be adjusted as and when required); Mid Shift: 1pm–10pm (Can be adjusted as and when required); PM Shift: 4pm–1am (Can be adjusted as and when required).

Working From Home: Permitted on Saturdays and/or Sundays.