Guest Relation Executive

Rotational Shift and Rotational Week-off

About the role -

As the Guest Relation Executive at SILA, you will be the first point of contact, representing our commitment to excellence in Facility Management. Your role is pivotal in ensuring a seamless and professional experience for all visitors, clients, and employees. This role is crucial in ensuring smooth day-to-day operations and maintaining a professional and welcoming atmosphere. You will manage front desk operations, provide vital administrative support, and collaborate with various departments to maintain an efficient and welcoming environment that reflects SILAs standards of service and professionalism.

Key Responsibilities:

• Reception Management

• Provide a professional, welcoming presence for residents, clients, and guests, offering assistance and advice as needed to ensure a positive experience.
• Conduct regular rounds in the lobby during peak hours to ensure smooth operations and personally greet residents/Guests, maintaining a welcoming environment. Ensure the reception area is always clean, tidy, and organized, with all necessary materials readily available.
• Handle incoming calls, emails, and inquiries, directing them to the appropriate department or individual
• Maintain a hospitality-focused outlook and always present a polished, professional appearance.

• Client and Guest Support

• Answer incoming calls, redirect them as needed, take messages, and manage outgoing and incoming mail, ensuring all communications are handled efficiently.
• Utilize helpdesk software to acknowledge and ensure the timely closure of raised tickets, maintaining high standards of service.
• Maintain accurate records of all interactions and correspondence, including resident feedback, to ensure follow-up actions are taken.
• Handle complaints and crises effectively, taking ownership of issues and ensuring they are resolved within the set Turnaround Time (TAT).
• Ensure all complaints are addressed and resolved, with proper communication to stakeholders.
• Respond promptly to internal and external calls, emails, and inquiries. Collaborate with relevant departments to resolve issues efficiently, ensuring all communications are courteous and professional.

• Facility Coordination

• Assist the Property Manager with various tasks to maintain property operations at optimal levels, including managing events, general maintenance oversight, and guest handling.
• Work closely with other departments to ensure a seamless customer experience, including gathering and acting on customer feedback after each service request or complaint.

• Administrative Support:

  Assist with administrative duties such as filing, inventory management, and maintaining various reports (MMR, DMR), complaint trackers, and dashboards.

• Data Analysis & Reporting:

  Analyze data to prepare daily call log summaries and monthly MIS reports, providing insights for management.

• Emergency Response:

  Respond swiftly to emergency situations, coordinating with the appropriate authorities as required.

• Lost & Found Management:

  Be familiar with and manage lost and found procedures to ensure items are handled appropriately.

• Shift Handover:

  Update the handover/takeover register at the end of each shift to ensure continuity of tasks and communication across the team.

Required Qualifications and Skills:

• High school diploma or equivalent. A bachelors degree in Hospitality, Business Administration, or a related field is a plus.
• 2-3 years of experience in a front office or customer service role, preferably in a facility management or similar industry.
• Excellent communication and interpersonal skills.
• Basic understanding of the Microsoft Office Suite (Word, Excel, PowerPoint).
• Willingness to work in a fast-paced environment with multitasking ability
• Customer-oriented mindset with a passion for providing exceptional service
• Willingness to work in flexible shifts, weekends and holidays is an added advantage.