Guest Relation Executive

The House of Abhinandan Lodha; Navi Mumbai; On-site; INR 360,000 - 600,000; Full time

Job summary

The House of Abhinandan Lodha in Navi Mumbai seeks aGuest Experience & Service professional. You will welcome guests at check-in and check-out, provide personalized services to VIPs, inform guests about resort facilities and local attractions, and anticipate needs to exceed expectations.

You will handle guest feedback and service recovery, coordinate with Housekeeping, F&B, Maintenance, Spa and Front Office to fulfill requests, manage VIP arrivals and special events, and maintain VIP profiles.

Responsibilities

• Welcome guests at check-in and check-out
• Provide personalized services to VIPs and repeat guests
• Inform guests about resort facilities and local attractions
• Anticipate guest needs and exceed expectations
• Handle guest feedback, complaints, and service recovery professionally
• Maintain regular contact with in-house guests to ensure satisfaction
• Coordinate with departments (Housekeeping, F&B, Maintenance, Spa, etc.) to fulfill guest requests
• Maintain strong communication with the Front Office team
• Manage VIP arrivals and special events (anniversaries, birthdays, honeymoons)
• Coordinate welcome amenities and special room setups
• Maintain VIP guest profiles and preferences in the system
• Maintain guest history records and feedback logs
• Prepare daily reports on guest feedback and service issues
• Monitor online reviews and respond appropriately (as assigned)
• Ensure compliance with resort policies and SOPs

Job description

1. Guest Experience & Service

• Welcome and assist guests during check-in and check-out.
  
• Provide personalized services to VIPs and repeat guests.
  
• Ensure guests are informed about resort facilities, services, and local attractions.
  
• Anticipate guest needs and exceed expectations.
  

2. Guest Relations & Communication

• Handle guest feedback, complaints, and service recovery professionally.
  
• Maintain regular contact with in-house guests to ensure satisfaction.
  
• Coordinate with departments (Housekeeping, F&B, Maintenance, Spa, etc.) to fulfill guest requests.
  
• Maintain strong communication with the Front Office team.
  

3. VIP & Special Arrangements

• Manage VIP arrivals and special events (anniversaries, birthdays, honeymoons).
  
• Coordinate welcome amenities and special room setups.
  
• Maintain VIP guest profiles and preferences in the system.
  

4. Administrative Duties

• Maintain guest history records and feedback logs.
  
• Prepare daily reports on guest feedback and service issues.
  
• Monitor online reviews and respond appropriately (as assigned).
  
• Ensure compliance with resort policies and SOPs.