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.
