Guest relations executive

Job Title: Guest Relations Executive (GRE)
Department: Hospitality
Reporting To: Guest Relations Manager
1. People Perspective
Act as the first point of contact, creating a warm, professional, and welcoming experience for all guests.
Build strong interpersonal relationships with guests, channel partners, and internal teams.
Coordinate closely with sales, operations, security, and housekeeping teams to ensure seamless guest handling.
Maintain grooming standards, etiquette, and brand-aligned behavior at all times.
Handle guest concerns with empathy and professionalism, ensuring timely resolution.
Participate in training programs related to service excellence, communication, and product knowledge.
2. Customer Perspective
Deliver exceptional guest experience aligned with luxury service standards.
Manage guest reception, check-in, and assistance throughout their visit.
Understand guest needs and proactively personalize services where possible.
Handle feedback, queries, and complaints efficiently, ensuring high customer satisfaction.
Ensure accurate communication of project details, amenities, and brand values.
Maintain guest data confidentiality and adhere to service quality benchmarks.
Support sales team by enhancing guest comfort, trust, and overall experience.
3. Financial Perspective
Support sales conversions by ensuring a positive and engaging guest experience.
Optimize use of hospitality resources to avoid wastage and control operational costs.
Assist in tracking guest visits, footfall, and experience-related data for reporting.
Prevent revenue leakage by following approved service processes and protocols.
Support upselling of value-added services (where applicable) through informed guest interaction.
4. Internal Process Perspective
Follow standard operating procedures (SOPs) for guest handling and hospitality operations.
Maintain daily logs, visitor registers, and guest feedback records accurately.
Coordinate with facility, admin, and security teams to ensure readiness of experience centers.
Ensure availability and upkeep of refreshments, brochures, and guest amenities.
Support event executions, site visits, and walk-in management.
Escalate issues promptly and follow closure protocols.
Ensure compliance with safety, hygiene, and organizational policies.
Key Skills & Competencies
Excellent communication and interpersonal skills
Strong customer service orientation
Professional appearance and etiquette
Problem-solving and conflict-handling skills
Attention to detail and multitasking ability
Preferred Background
Graduate / Diploma in Hospitality or Customer Service (preferred)
Experience in luxury real estate, hotels, or premium service environments