Guest Relations Executive for HAVN Holiday Homes

Working Hours: AM Shift: 8am–5pm (Can be adjusted as and when required); Mid Shift: 1pm–10pm (Can be adjusted as and when required); PM Shift: 4pm–1am (Can be adjusted as and when required). Working From Home: Permitted on Saturdays and/or Sundays.

The Guest Relations Executive is responsible for managing the full guest communication lifecycle and operational coordination to ensure a smooth, professional, and disruption-free guest experience from pre-arrival to post-checkout. This role acts as the first line of defense between guests and operational issues. Guest Communication & Experience • Manage all guest communication across approved channels. • Conduct check-in and check-out calls/messages as per SOP timelines. • Proactively anticipate guest needs and address concerns before escalation. • Always maintain a professional and solution-oriented tone. Booking & Revenue Support • Support booking inquiries and contribute to conversion. • Ensure listing details and house rules are clearly communicated. • Flag pricing or availability issues when identified. Operational Coordination • Coordinate with housekeeping, maintenance, and GSOs. • Log, track, and follow up on all issues until closure. • Ensure zero guest-impacting issues remain unresolved during stays. • Verify unit readiness prior to check-in. Documentation & Reporting • Ensure all interactions and issues are logged accurately. • Review inspection reports and escalate deviations. • Track maintenance reports and confirm closure. • Maintain accurate shift handovers. Escalation & Risk Control • Escalate guest-impacting issues immediately. • Identify repeat issues for preventive action. • Do not promise outcomes outside approved authority. Working Hours: AM Shift: 8am–5pm (Can be adjusted as and when required); Mid Shift: 1pm–10pm (Can be adjusted as and when required); PM Shift: 4pm–1am (Can be adjusted as and when required). Working From Home: Permitted on Saturdays and/or Sundays.