Operations Supervisor

Job Role: Guest Relations Executive

Preferred Joining: Immediate

Experience: 2 - 3 Years

Location: North Goa

*Candidates currently based in North Goa with experience in the hospitality sector preferred.

About the Role:

The Guest Relations Executive is responsible for managing and enhancing the guest experience by ensuring exceptional service standards, addressing guest inquiries and concerns, and building strong relationships to drive customer satisfaction and loyalty. Additionally, they collaborate with internal teams to uphold brand standards and contribute to the company’s service excellence goals.

Key Skills Required:

• Customer Service
• Communication
• Problem-Solving
• Attention to Detail
• Upselling

Responsibilities:

• Analyze operating sheets/apps and check upcoming checkins/checkouts.
• Prepare the whatsapp groups and ensure the first call is made to the guest at least 7 days before the guest check in date.
• Review arrival lists to welcome all guests and arrange welcome hampers as and when needed.
• Share guest check in alerts promptly the previous day.
• Ensure all guests IDs are collected and update the same on the google drive with links to the guest details.
• Attend to all guests and answer their inquiries promptly.
• Help prepare welcome folders with collateral (e.g. room service menus, area descriptions).
• Continuously provide support and assistance to the guest during the stay.
• Provide information about amenities, area and venues and promote services/upsell.
• Add various experiences to make the stay more enjoyable as per guest’s requirements.
• Follow up with guests mid-stay to ensure they are having a great stay further addressing any concerns/queries.
• Anticipate guest needs and build rapport with them.
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages).
• Address customer complaints and escalate to Guest Relations Manager when needed.
• Record information in the logbook daily.
• Ensure compliance with health and quality standards.
• Make sure that the homes, villa attendance and all the amenities/services provided to the guests are ready before the arrival.
• Coordinate with the procurement team and operations team to provide backup/necessary requirements.
• Collect the security deposit and ensure it's kept safely.
• Ensure the damages report is received before the guest checkout and set-off amount from the security deposit if needed.
• Ensure reviews and feedback forms are taken from each guest at the time of checkout.

How to Apply: Please send your resume to careers@hireavilla.in or contact us on +91 93705 62421