Guest Relation Executive

Puravankara Limited; Ernakulam; On-site; INR 350,000 - 550,000; Full time

Job summary

Puravankara Limited is seeking a Guest Relations Executive to enhance the customer experience across our real estate projects. You will welcome visitors, address queries, coordinate site visits, and ensure a seamless customer journey from first contact to handover.

The ideal candidate holds a graduate degree with 15 years in guest relations or related roles, preferably in real estate or premium hospitality.

Qualifications

• Graduate in any discipline; hospitality, hotel management, business administration or customer service preferred.
• 15 years of experience in Guest Relations, Customer Experience, Front Office, Hospitality, CRM, or similar customer-facing roles.
• Experience in real estate, residential projects, property management, or premium hospitality preferred.
• Excellent verbal and written communication skills.
• Fluency in English and Malayalam preferred; Hindi knowledge is an added advantage.

Responsibilities

• Welcome and assist customers at project site or sales office.
• Manage customer queries, requests, and complaints with timely resolution.
• Coordinate with Sales, CRM, Projects, Facilities and other internal teams to address customer requirements.
• Support site visits, customer meetings, project walkthroughs, and handover activities.
• Maintain accurate records of customer interactions, feedback, complaints, and follow-ups.
• Proactively communicate project updates and possession details to customers.
• Ensure a professional and welcoming environment at the customer interaction area.
• Collect customer feedback and identify opportunities to improve customer satisfaction.
• Follow service standards, communication protocols, and company policies.
• Build positive customer relationships and contribute to a high-quality customer experience.

Skills

Communication skills

Interpersonal skills

Coordination

Problem solving

Customer service

Education

Graduate degree

Tools

MS Office

Job description

Role Overview

We are looking for a customer-focused and service-oriented Guest Relations Executive to enhance the customer experience across our real estate projects. The ideal candidate will be responsible for managing customer interactions, addressing queries, coordinating site visits, facilitating property handovers, and ensuring a seamless and positive experience throughout the customer journey.

Key Responsibilities

• Welcome and assist customers, prospective buyers, and visitors at the project site or sales office.
• Manage customer queries, requests, and complaints professionally and ensure timely resolution.
• Coordinate with Sales, CRM, Projects, Facilities, and other internal teams to address customer requirements.
• Support site visits, customer meetings, project walkthroughs, and property handover activities.
• Maintain accurate records of customer interactions, feedback, complaints, and follow-up actions.
• Proactively communicate project updates, possession details, and other relevant information to customers.
• Ensure a professional and welcoming environment at the customer interaction area.
• Collect customer feedback and identify opportunities to improve customer satisfaction.
• Follow established service standards, communication protocols, and company policies.
• Build positive customer relationships and contribute to a high-quality customer experience.

Desired Candidate Profile

• Graduate in any discipline; a qualification in Hospitality, Hotel Management, Business Administration, or Customer Service is preferred.
• 15 years of experience in Guest Relations, Customer Experience, Front Office, Hospitality, CRM, or a similar customer-facing role.
• Candidates with prior experience in real estate, residential projects, property management, or premium hospitality will be preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal, coordination, and problem-solving abilities.
• Professional appearance, a customer-centric attitude, and a service-oriented mindset.
• Proficiency in MS Office and customer management systems.
• Fluency in English and Malayalam is preferred; knowledge of Hindi is an added advantage.

Key Competencies

• Customer Relationship Management
• Guest Handling and Customer Service
• Complaint Resolution
• Stakeholder Coordination
• Communication and Interpersonal Skills
• Follow-up and Problem-solving
• Professionalism and Attention to Detail