Guest Relations Executive

Rainforest Luxury Villas; North Goa; On-site; INR 254,000 - 304,000; Full time

Job summary

Rainforest Luxury Villas in North Goa is hiring a Guest Relations Executive to deliver exceptional guest experiences across our luxury properties. You will manage guest interactions before, during, and after stays with professional, personalized service.

The role requires 2–5 years in guest relations or luxury hospitality, fluency in English, MS Office proficiency, and a valid driving license. You will coordinate with Housekeeping, Concierge, and other teams to ensure seamless operations and

Qualifications

• Diploma or bachelor's degree in hospitality management, Hotel Management, Tourism, Business Administration, or a related field is preferred.
• 2–5 years of experience in guest relations, hospitality, luxury villas, hotels, resorts, or customer service.
• Experience working within luxury hospitality or premium guest services is preferred.
• Excellent written and verbal communication skills in English; additional languages are an advantage.
• Proficiency in Microsoft Office 365 (Excel, Word, Outlook); experience with hospitality management systems is an advantage. Valid motor vehicle driving license preferred.

Responsibilities

• Welcome guests and ensure a smooth arrival, stay, and departure experience.
• Act as the primary point of contact for guests throughout their stay.
• Build positive relationships with guests through professional and personalized service.
• Anticipate guest needs and proactively deliver exceptional hospitality.
• Coordinate guest requests with Housekeeping, Facilities, Concierge, Security, and other operational departments.
• Arrange guest services including transportation, restaurant reservations, activities, celebrations, and special requests.
• Respond promptly and professionally to guest complaints and service issues, and escalate when necessary.
• Conduct property readiness checks and verify villas meet standards before check-in.
• Maintain accurate guest records and operational documentation, assist with occupancy planning.

Job description

WE ARE HIRING: GUEST RELATIONS EXECUTIVE – Luxury Properties -

Location: North Goa Salary: ₹25,000 per month (depending on experience)

JOB SUMMARY

• The Guest Relations Executive is responsible for delivering exceptional guest experiences by managing guest interactions before, during, and after their stay. The role ensures that all guests receive professional, personalized, and efficient service while maintaining the Company's hospitality standards across its property portfolio.
• The Guest Relations Executive plays a key role in enhancing guest satisfaction, coordinating guest services, resolving concerns promptly, and working closely with internal departments to ensure seamless operations and memorable guest experiences.

KEY RESPONSIBILITIES

GUEST EXPERIENCE & RELATIONS

• Welcome guests and ensure a smooth arrival, stay, and departure experience.
• Act as the primary point of contact for guests throughout their stay.
• Build positive relationships with guests through professional and personalized service.
• Anticipate guest needs and proactively deliver exceptional hospitality.
• Ensure all guest interactions reflect the Company's service standards.

GUEST COMMUNICATION

• Respond promptly to guest enquiries via telephone, email, messaging platforms, and other communication channels.
• Provide accurate information regarding properties, services, local attractions, and guest requests.
• Coordinate pre-arrival, arrival, in-house, and departure communications.
• Maintain clear, professional, and timely communication with guests at all times.
• Escalate complex guest concerns to the Guest Relations Manager when necessary.

GUEST SERVICES COORDINATION

• Coordinate guest requests with Housekeeping, Facilities, Concierge, Security, and other operational departments.
• Arrange guest services including transportation, restaurant reservations, activities, celebrations, and special requests.
• Ensure guest requests are completed accurately and within agreed service standards.
• Monitor outstanding requests and follow up until completion.
• Support VIP arrivals and special guest experiences.

ISSUE RESOLUTION & SERVICE RECOVERY

• Respond promptly and professionally to guest complaints and service issues.
• Investigate concerns and coordinate appropriate resolutions.
• Keep guests informed throughout the resolution process.
• Escalate significant operational or guest-related issues to management.
• Identify opportunities to improve the overall guest experience.

OPERATIONAL SUPPORT

• Conduct property readiness checks prior to guest arrivals.
• Verify that villas meet presentation and quality standards before check-in.
• Coordinate with operational teams to ensure guest readiness.
• Maintain accurate guest records and operational documentation.
• Assist with occupancy planning and daily operational coordination where required.

REPORTING & COMMUNICATION

• Prepare guest reports, incident reports, and operational updates.
• Maintain accurate records of guest interactions, requests, and feedback.
• Communicate effectively with internal departments to ensure seamless operations.
• Escalate operational concerns affecting guest experience.
• Contribute ideas that enhance guest satisfaction and operational efficiency.

QUALIFICATIONS

• Diploma or bachelor's degree in hospitality management, Hotel Management, Tourism, Business Administration, or a related field is preferred. 3
• 2–5 years of experience in guest relations, hospitality, luxury villas, hotels, resorts, or customer service.
• Experience working within luxury hospitality or premium guest services is preferred.
• Excellent written and verbal communication skills in English; additional languages are an advantage.
• Proficiency in Microsoft Office 365 (Excel, Word, Outlook); experience with hospitality management systems is an advantage. Valid motor vehicle driving license preferred.