Guest Relations Executive

Guest communication and experience

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.

Manage all guest communication across approved channels.

Conduct check-in and check-out calls and messages as per SOP timelines.

Proactively anticipate guest needs and address concerns before escalation.

Always maintain a professional and solution-oriented tone.

Booking and 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 and 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 and 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.