Guest Relation Executive

• Title: GUEST RELATION EXECUTIVE
• Mostly Prefer: Freshers with a background in Hospitality Management
• Location: Panampilly Nagar, Kochi (full-time, office-based)
• Core mandate: Turn leads (calls, messages, emails) into confirmed bookings and maintain strong relationships with clients and guests.
• Scope: Youll be assigned specific holiday-home properties across India and act as the main point of contact for those assets.

Key responsibilities

From your text and similar listings in Kochi, the day-to-day likely includes:

• Lead conversion
• Responding to enquiries via calls, WhatsApp/messages, and email.
• Explaining property features, pricing, policies, and availability.
• Guiding guests through the booking process and payment.
• Guest & client relationship management
• Pre-arrival coordination (check-in instructions, special requests, upsells).
• During-stay support and issue resolution.
• Post-stay follow-up, feedback collection, and encouraging repeat bookings.
• Escalation handling
• Managing complaints (cleanliness, maintenance, host issues, refund disputes, etc.).
• Coordinating with operations/housekeeping/maintenance teams to resolve issues quickly.
• Documenting escalations and ensuring they dont recur.
• Inventory & listing management
• Updating availability, rates, and restrictions across channels (website, OTAs, social media, internal tools).
• Ensuring photos, descriptions, and policies are accurate and consistent.

Typical requirements for this profile

• Excellent English communication (spoken & written) mandatory.
• Comfort with phones, WhatsApp, email, and basic office software.
• Ability to learn and manage booking systems, property dashboards, and simple website/OTA updates.
• Strong customer service orientation, patience, and problem-solving skills for escalations.
• Preference for candidates with exposure to hospitality, travel, real estate, or sales

If you’re preparing an application or interview:

• Emphasize any experience in:
• Sales / lead conversion (targets, follow-ups, closing deals).
• Customer support / guest handling (hotels, homestays, travel agencies, e-commerce support).
• Using tools like Excel/Google Sheets, basic CMS, or any booking/CRM software.
• Basic coordination with property owners/managers for block dates or maintenance.
• Digital & communication tasks
• Handling basic updates on website listings, social media handles, and possibly responding to reviews/messages on platforms like Instagram/Facebook/Google.
• Using CRM / property management software to track leads, bookings, and guest history

Perks and benefits

Maternity leaves, Mobile bill reimbursements