Guest Relation Associate

Key Responsibilities & Duties

1. Front Desk & Reception Operations

• Greet all members, guests, and walkins with a friendly and professional approach.
• Manage front desk operations including checkin/checkout of guests and visitors.
• Handle incoming calls, emails, and walkin enquiries efficiently.
• Maintain visitor logs, ID verification, and access control as per SOP.
• Coordinate with housekeeping, IT, and operations teams for immediate guest needs.

2. Guest Relations & Query Handling

• Address guest queries related to coworking plans, facilities, gaming zones, cafeteria, and amenities.
• Resolve complaints and concerns promptly, escalating when required.
• Ensure high levels of guest satisfaction through proactive engagement.
• Build rapport with regular members and understand their preferences.

3. Guest Property Rounds

• Conduct regular property rounds to ensure cleanliness, safety, and readiness of all areas.
• Monitor coworking zones, meeting rooms, gaming areas, washrooms, and common spaces.
• Identify maintenance or service gaps and coordinate with relevant teams.
• Ensure brand standards and ambience are maintained at all times.

4. Gaming Area Coordination

• Brief guests on gaming rules, safety guidelines, and usage policies.
• Assist in scheduling and managing gaming slots.
• Coordinate with gaming supervisors for smooth operations.
• Ensure responsible usage and positive guest experience in gaming zones.

5. Administrative & Reporting Duties

• Maintain daily front desk reports, enquiry logs, and sales conversions.
• Update CRM or tracking sheets with guest and lead details.
• Support billing coordination for walkins, gaming, and shortterm plans.
• Assist in event support, community activities, and promotions.

6. Sales & Plan Conversion

• Explain and promote coworking plans (hot desk, dedicated desk, private offices).
• Sell meeting rooms, event spaces, and gaming packages to walkin and existing guests.
• Upsell addon services such as gaming sessions, food & beverages, and event bookings.
• Support the sales team with lead generation and basic followups.