Guest Relations Officer

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About Zolo

Zolo is India’s largest co-living and managed accommodation platform, operating across multiple business verticals including Co-Living, Z Hotels, Loop Hostels, Student Housing, Real Estate, and Vacations. With a presence across major cities, Zolo is known for delivering safe, comfortable, and community-driven living experiences to thousands of residents every day.

Built on the belief that potential matters more than pedigree, Zolo encourages ownership, innovation, rapid learning, and a growth mindset. With $100M+ funding from Nexus Venture Partners, IDFC Alternatives, and Mirae Asset, Zolo continues to expand at scale.

Role Overview

Guest Relation Officer

As the face of the property, you will manage guest interactions, operational execution, escalations, and team coordination—ensuring a smooth and delightful resident experience.

Key Responsibilities

Property Operations Management

• Oversee day-to-day operations of the assigned property.
• Ensure compliance with operational standards and company processes.
• Implement strategies to improve efficiency, resident satisfaction, and property performance.

Customer Handling

• Interact with guests/residents to understand and resolve their needs promptly.
• Set the tone for a supportive, welcoming, and smooth living experience.
• Explain facilities, rules, and services clearly and politely.

Guest Escalation Management

• Address guest escalations with empathy and professionalism.
• Investigate concerns thoroughly and provide effective resolutions.
• Communicate clearly to manage expectations and build trust.

Team Management

• Lead and support on-ground staff (front office, housekeeping, operations).
• Provide guidance, training, and day-to-day supervision.
• Monitor team performance and share feedback for improvement.

Cross-Department Coordination

• Work with housekeeping teams to maintain hygiene and cleanliness standards.
• Coordinate with front office for smooth check-ins/outs.
• Liaise with maintenance for quick rectification of property issues.

Monitoring & Reporting

• Conduct regular property inspections to maintain standards.
• Maintain logs and prepare daily/weekly reports on operations, guest feedback, and service quality.
• Identify improvement areas and recommend actionable steps.

What You Will Learn at Zolo

• Growth Mindset:

  Learn how to operate in a fast-scaling, high-performance environment.

• Entrepreneurial Thinking:

  Think and act like an owner while solving daily challenges.

• Leadership Skills:

  Gain exposure to team handling, conflict resolution, and decision-making.

• Co-Living Industry Knowledge:

  Build expertise in a rapidly growing sector.

• Cross-Functional Exposure:

  Work closely with operations, sales, CX, maintenance, and events.

• Process & Service Excellence:

  Learn standard operating procedures and develop strong problem-solving abilities.

• Agility & Adaptability:

  Thrive in a fast-paced, dynamic, and people-centric workplace.

Skills Required

• Strong communication and guest-handling skills
• Basic operational understanding
• Problem-solving and decision-making ability
• Calm, empathetic approach during escalations
• Ability to lead and collaborate with on-ground teams
• Basic computer skills (Excel, Word, internal tools)

Persona Traits

• Customer-first mindset
• High ownership and accountability
• Empathy and patience
• Positive attitude and service orientation
• Flexibility to handle dynamic situations
• Eagerness to learn and grow.

Why Join Zolo?

• Fast-growing and employee-friendly workplace.
• Young, energetic, and collaborative work culture.
• Rapid career progression opportunities.
• Exposure to end-to-end property and guest management.
• A chance to be part of one of India’s most innovative real-estate-tech companies.