Guest Service Representative

Hireavilla; North Goa; On-site; INR 270,000 - 330,000; Full time

Job summary

A hospitality firm in Goa is seeking a Guest Experience & Reservations Executive for 24/7 operations. The ideal candidate will manage pre-arrival communication, provide ongoing guest support, and handle post-stay feedback collection. Excellent spoken and written English is mandatory, along with strong communication skills and the ability to work in rotating shifts, including night shifts. This role is crucial for delivering exceptional guest experiences across all properties.

Qualifications

• Fluent in spoken and written English is mandatory.
• Prior experience in hospitality, call center, or travel operations preferred.
• Willingness to work rotational shifts including night shifts.

Responsibilities

• Manage end-to-end guest communication.
• Provide 24/7 guest support and handle requests efficiently.
• Contact guests after check-out to collect feedback.

Skills

Excellent spoken and written English

Strong communication skills

Customer-handling skills

Calm under pressure

Tools

WhatsApp

Google Sheets

Job description

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

Location: Goa (Office-based | Rotational Shifts)

Salary: 3 + LPA + 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.
• Update guest interactions and notes in tracking sheets.
• 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 [e-mail]