Guest Relations Executive

Company: Hotel Ajanta (Delhi) & The Tamarind Hotel (Goa)
Location: Saket, New Delhi (Corporate Office - In-Person)
Employment Type: Full-Time, Permanent
Salary Range: ₹25,000 - ₹30,000 per month
Position Level: Entry to Mid-Level

Position Overview

Hotel Ajanta and The Tamarind Hotel are boutique hospitality properties committed to delivering exceptional guest experiences. We are seeking a detail-oriented and proactive Guests Feedback & Relations Executive to join our corporate office in Saket. This individual will be the voice of our guests—collecting, analyzing, and acting on feedback to drive continuous service improvements across both properties.

This is a critical role that bridges guest expectations with operational excellence. The successful candidate will ensure guest satisfaction, manage our online reputation, and support both properties in maintaining the high standards our guests expect.

Key Responsibilities Guest Feedback Management

• Monitor and collect guest reviews daily from all major platforms (Google Reviews, TripAdvisor, Booking.com, OYO, Staycation, etc.)
• Track internal feedback from booking systems, guest surveys, and direct communication channels
• Maintain organized feedback logs and update records in real-time
• Flag urgent or negative feedback immediately to property managers for swift resolution

Guest Relations & Follow-Up

• Conduct post-stay follow-up calls/Messages within 24-48 hours of guest checkout
• Address guest concerns, complaints, and suggestions with empathy and professionalism
• Escalate unresolved issues to management with documented context and recommended actions
• Build relationships with repeat guests and identify loyalty opportunities

Reporting & Analysis

• Prepare daily complaint logs highlighting urgent issues and resolutions
• Create weekly feedback summaries tracking sentiment trends, common pain points, and service gaps
• Develop monthly comprehensive reports including occupancy insights, complaint metrics, guest satisfaction scores, and improvement recommendations
• Present findings to management with actionable insights for operational improvements
• Maintain audit trails of all guest interactions and resolutions

Quality Assurance & Operations

• Audit communication logs (Exotel, WhatsApp, emails, booking platforms) for accuracy and response times
• Review staff interactions in guest communications for professionalism and tone
• Flag training needs based on guest feedback patterns
• Ensure all feedback is properly documented and categorized for trend analysis

Tools & Systems Management

• Master hospitality feedback platforms (Rankly, Google My Business, Ezee, Exotel, review aggregators)
• Maintain and update feedback templates and reporting structures
• Ensure data accuracy and consistency across systems
• Generate automated and custom reports as needed

Required QualificationsEducation

• Bachelor's degree in any field (preferred) OR 1 year of proven customer service/hospitality experience

Core Competencies

• Communication: Excellent verbal and written English; clear, professional, and empathetic communication style
• Attention to Detail: Meticulous data entry, error detection, and report accuracy
• Organization: Ability to manage multiple tasks, deadlines, and locations simultaneously
• Problem-Solving: Proactive mindset; ability to identify trends and recommend improvements
• Technical Proficiency: Comfortable with Google Workspace, CRM tools, data entry, and learning new platforms quickly
• Reliability: Consistent, on-time, and accountable with assigned responsibilities

Preferred Skills

• Prior experience with guest feedback tools or review platforms
• Familiarity with hospitality operations, standards, and systems
• Data analysis and report generation experience
• Multilingual capability (Hindi/English fluency required)

Work Environment & ExpectationsLocation & Schedule

• Work Location: Saket, New Delhi (Corporate Office) - In-Person
• Working Hours: Monday-Friday, 10:00 AM - 6:30 PM (with occasional flexibility for guest follow-ups)
• Occasional Travel: May require quarterly property visits to Delhi and Goa for process understanding and training

What Success Looks Like

• Guest complaint resolution time improves to 24-48 hours
• 100% accuracy in weekly and monthly reports
• Proactive identification of service improvement opportunities
• Positive feedback from both property teams on communication and support
• Consistent and timely follow-up with all guests

Why Join Us?

✓ Clear Role & Expectations: You'll understand exactly what success looks like and how you contribute to guest satisfaction
✓ Impact: Your work directly influences guest reviews, ratings, and repeat bookings
✓ Growth Path: Opportunity to evolve into Guest Relations Manager or Operations roles with proven performance
✓ Supportive Culture: Work with a collaborative team that values your insights and contributions
✓ Structured Onboarding: Comprehensive training on systems, processes, and hospitality standards
✓ Real Learning: Gain deep knowledge of hospitality operations, revenue management, and guest psychology

What We're Looking For

The Ideal Candidate:

• Is organized, proactive, and takes ownership of tasks
• Communicates with clarity and empathy—whether with guests or internal teams
• Enjoys working with data and identifying patterns
• Is comfortable in a structured, in-office environment
• Wants to grow in the hospitality sector
• Is willing to learn and adapt as the business evolves
• Preferred: Based in or willing to relocate to Saket/South Delhi area for easy commuting

Compensation & Benefits

• Base Salary: ₹25,000 - ₹30,000 per month (based on experience)
• Provident Fund (PF): As per statutory requirements
• Health Benefits: (details as applicable to company policy)
• Performance Bonus: Potential performance incentives based on KPIs
• Career Development: Training opportunities and clear growth path in hospitality
• Work Environment: Modern office, collaborative team culture

Application Instructions

How to Apply:
Submit the following via Indeed or email:

• Resume/CV

Screening Process:

• Initial phone screening (15 minutes)
• In-person interview with HR and Property Manager (45 minutes)
• Reference checks
• Job offer (if selected)

Equal Opportunities

Hotel Ajanta and The Tamarind Hotel are equal opportunity employers. We welcome applications from all qualified candidates regardless of gender, age, religion, or background.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person