Senior Guest Relationship Executive

Title Guest Relations Executive

Department Administration

Reports to (direct) Manager Administration

I. Purpose

To deliver a premium hospitality experience at the CMD Office and other key business locations by managing front-office operations, VIP guest handling, hospitality coordination, and administrative support. The role serves as the face of the organization, ensuring exceptional service standards for senior leadership, customers, investors, business associates, and visitors while also providing functional guidance and backup support across Head Office and site locations.

Job stability is must/ Knowledge & experience of handling senior management is must.

II. Key Responsibilities

Key Performance Areas (KPAs)

1. Manage the reception and hospitality desk at the CMD Office, ensuring a professional, premium, and seamless visitor experience at all times.

2. Welcome, assist, and coordinate visits of VIP guests, investors, customers, senior business associates, and leadership teams in line with established protocols and hospitality standards.

3. Operate and monitor the Visitor Management System (VMS), maintain visitor records, issue visitor passes, and ensure adherence to security protocols.

4. Provide backup support to GREs across Head Office and project sites during peak workloads, leave periods, or absenteeism to ensure uninterrupted front-office operations.

5. Coordinate with Head Office and site administration teams for daily operational requirements, including housekeeping, pantry services, stationery, courier management, and office supplies.

6. Manage meeting room scheduling, ensure room readiness, coordinate AV requirements, and oversee hospitality arrangements for meetings, leadership discussions, and board reviews.

7. Coordinate with pantry and service staff to ensure timely and high-quality food & beverage service for visitors, customers, senior management, and special events.

8. Support the planning and execution of corporate events, employee engagement initiatives, leadership visits, and internal celebrations through end-to-end logistics and vendor coordination.

9. Source quotations, evaluate vendor proposals, coordinate event execution, and facilitate timely submission of invoices and supporting documentation.

10. Maintain and monitor daily, weekly, and monthly administration and hospitality checklists covering housekeeping, pantry, meeting rooms, lighting, HVAC, washrooms, reception areas, and common spaces.

11. Conduct periodic audits of reception, waiting lounges, meeting rooms, and hospitality touchpoints to ensure adherence to premium presentation standards.

12. Proactively identify service gaps, escalate concerns, and coordinate corrective actions with administration, facilities, and vendor teams.

13. Assist in training and guiding junior GREs and support staff on hospitality standards, visitor etiquette, grooming, and guest engagement practices.

III. Key Performance Indicators (KPI)

Quantitative

• Visitor Satisfaction Score
• Reception & Hospitality Audit Score
• Visitor Registration Accuracy (%)
• Meeting Room Readiness Compliance (%)
• Admin Request Closure TAT
• Hospitality Escalations Resolved
• Checklist Compliance (%)
• Cost Optimization Initiatives Implemented

Qualitative

• Quality of VIP Guest Experience
• Hospitality Standards Compliance
• Professionalism, Grooming & Etiquette
• Brand Representation
• Leadership & CMD Office Feedback
• Internal Stakeholder Satisfaction
• Attention to Detail
• Service Excellence & Responsiveness
• Problem-Solving Capability
• Team Collaboration & Support

IV. Qualifications & Experience

Essential

• Graduate in Hotel Management, Hospitality Management, Business Administration, or related discipline.
• 5-8 years of experience in Front Office, Guest Relations, Hospitality, Concierge Services, Executive Reception, or Administration.
• Experience in handling senior leadership, VIP guests, customers, and business associates.
• Strong communication, presentation, and interpersonal skills.

Desired

• Experience in luxury real estate, premium corporate offices, hospitality brands, luxury hotels, or executive offices.
• Certification in Hospitality Management, Customer Service, or Front Office Operations.
• Exposure to event management, vendor coordination, and executive office hospitality.

V. Knowledge & Skills

Technical / Functional

• Executive Reception & Front Office Operations
• VIP Guest Handling & Protocol Management
• Corporate Hospitality Management
• Visitor Management Systems (VMS)
• Meeting & Event Coordination
• Vendor & Service Provider Management
• Office Administration Coordination
• F&B Service Coordination
• MS Office Applications
• Facilities & Hospitality Audits

Leadership / Behavioral

• Executive Presence & Professional Grooming
• Customer and Service Orientation
• Excellent Communication Skills
• Relationship Management
• High Attention to Detail
• Multitasking & Prioritization
• Problem Solving & Decision Making
• Ownership & Accountability
• Confidentiality & Professional Ethics
• Team Guidance & Mentoring

Interested should read the JD properly, then email their CVs to [email removed] or whatsapp me on [phone removed].