Guest Relations Executive

Job role: Customer experience executive/Guest relations executive

Department: Customer experience

Job experience: Min. 2 years

Location: Mumbai, HQ

About The Hosteller

The Hosteller is a people-first backpacker hostel brand built around travel, community, and shared experiences. We create spaces where travellers from across the world connect, stories are exchanged, and memories are made. Powered by passionate teams on-ground and at the corporate level, The Hosteller values ownership, empathy, collaboration and a deep respect for both people and places.

At The Hosteller, you'll be part of a fast-growing, entrepreneurial environment where ideas matter, ownership is encouraged and growth is real. We offer hands-on exposure, opportunities to learn across functions and the chance to build meaningful experiences for both travellers and teammates—every single day.

Role overview

The Customer experience executive is responsible for executing post-stay grievance handling and review responses in accordance with defined CX SOPs, escalation matrices, and communication guidelines. The role ensures timely, accurate, and brand-consistent communication with guests across email, review platforms, and social channels.

Working closely with hostel teams and senior CX stakeholders, the CX executive supports investigation of guest concerns, implements approved resolutions, and ensures cases are closed correctly and within defined timelines. The role does not involve independent policy decisions, but requires strong judgement in information gathering, written communication, and identifying when escalation is necessary.

Additionally, the CX executive supports continuous improvement by flagging recurring issues and observable patterns in guest feedback, contributing inputs that help senior CX leaders drive preventive and process-level improvements.

Responsibilities

• Handle post-stay guest grievances across email, review platforms, and social channels in line with defined CX SOPs and response guidelines
• Respond to guest reviews on platforms such as Google, Booking.com, TripAdvisor, and other OTA channels using approved brand tone and templates
• Investigate guest concerns by coordinating with hostel teams and internal stakeholders to gather accurate information
• Implement approved resolutions and ensure timely, correct closure of all assigned cases
• Adhere to defined SLAs, quality benchmarks, and escalation matrices
• Identify and flag recurring issues, trends, or gaps observed in guest feedback to senior CX stakeholders
• Maintain accurate case documentation, trackers, and status updates
• Escalate sensitive, high-risk, or unresolved cases with complete context and supporting details
• Ensure all guest communication is empathetic, clear, and consistent with brand standards
• Continuously improve response quality and case handling through feedback and coaching

Qualifications

• Bachelor's degree in hospitality, business, or a related field
• Minimum 2 years of experience in customer service, guest relations, or customer experience (hospitality preferred)
• Strong written and verbal communication skills with the ability to handle sensitive guest interactions professionally
• Sound problem-solving ability with a structured, customer-first approach
• Ability to work under pressure, manage multiple live cases, and meet defined timelines
• Familiarity with online reputation management (ORM) platforms and review channels is a strong plus
• High attention to detail and ability to follow defined processes and guidelines consistently