Guest Relations Executive

Role Overview

The Guest Relations Executive is responsible for overseeing the complete communication cycle with guests and coordinating operations to deliver a seamless, professional, and uninterrupted guest experience from before arrival through post-checkout. This role serves as the primary point of contact managing operational issues to ensure guest satisfaction.

Key Responsibilities

• Handle all guest communications via approved channels efficiently.
• Perform timely check-in and check-out calls or messages following standard operating procedures.
• Proactively identify and address guest needs or concerns prior to escalation.
• Maintain a consistently professional and solution-focused communication style.
• Assist with booking queries and help improve booking conversion rates.
• Clearly communicate listing information and house rules to guests.
• Report any discrepancies in pricing or availability promptly.
• Coordinate effectively with housekeeping, maintenance, and Guest Service Officers (GSOs).
• Log, monitor, and ensure timely resolution of all operational issues.
• Verify unit readiness before guest check-in to uphold quality standards.
• Maintain accurate documentation of interactions, issues, inspection reports, maintenance updates, and shift handovers.
• Escalate any guest-impacting issues immediately and avoid commitments beyond authorized authority limits.
• Detect recurring issues to recommend preventive measures and mitigate risks.

Working Hours and Conditions

The position involves flexible shifts: Morning Shift from 8am to 5pm, Mid Shift from 1pm to 10pm, and Evening Shift from 4pm to 1am, with adjustments as needed. Work-from-home is permitted on weekends (Saturdays and/or Sundays).