Guest Service Representative

Job Title: Guest Experience & Reservations Executive (24/7 Operations)

Location: Goa (Office-based | Rotational Shifts)

Salary: 3LPA (Fixed) + Performance Incentives

Role Overview

We are hiring a Guest Experience & Reservations Executive to manage end-to-end guest communication before, during, and after their stay. This role is critical in delivering a smooth, responsive, and professional guest experience across all Hireavilla properties.

Key Responsibilities

• Pre-Arrival Communication
• Contact guests via WhatsApp and phone after booking (Direct & OTA).
• Collect mandatory details (IDs, arrival time, preferences).
• Share check-in details, villa address, and house rules.
• Coordinate with Operations for smooth check-ins.
• 24/7 Guest Support (During Stay)
• Act as the primary point of contact for guests.
• Handle guest requests, concerns, and issues calmly and efficiently.
• Coordinate with housekeeping, maintenance, operations, and villa teams.
• Escalate issues as per SOPs when required.
• In-Stay Upselling
• Proactively offer services such as airport transfers, chef/meals, yoga, massage, and experiences.
• Clearly explain services and pricing.
• Coordinate service execution with relevant teams.
• Post-Stay Follow-Up
• Contact guests after check-out.
• Collect feedback and reviews (Google, Airbnb, internal).
• Flag issues and insights for service improvement.
• Reporting & Shift Discipline
• Update guest interactions and notes in tracking sheets.
• Ensure clear handovers between shifts.
• Follow SOPs strictly to maintain information continuity.

Candidate Requirements

• Excellent spoken and written English (mandatory).
• Hindi required; additional languages are a plus.
• Strong communication and customer-handling skills.
• Comfortable using WhatsApp, phone calls, emails, and Google Sheets.
• Calm under pressure and solution-oriented.
• Willing to work rotating shifts, including night shifts.

Prior experience in hospitality, hotel front office, call center, OTA support, or travel operations preferred.

How to Apply

📧 Email your resume to careers@hireavilla.in

📞 Contact: +91 80877 19867