Guest Relations Executive

Guest Relations Executive

Company: Le Roma Hotels & Resorts Location: North Bengaluru; property-based role Employment Type: Full-time, including rotational shifts Compensation: INR 30,000 per month Reports to: Property Manager / Front Office Manager

Role Overview

Le Roma Hotels & Resorts is looking for a warm, attentive, and highly organised Guest Relations Executive to deliver an exceptional experience throughout the guest journey.

The Guest Relations Executive will welcome guests, anticipate their needs, resolve concerns, coordinate with hotel departments, and ensure stays, celebrations, and events reflect Le Roma's hospitality standards.

Key Responsibilities

• Welcome guests and assist with arrivals, check-ins, orientation, and departures.
• Review guest and event requirements before arrival and coordinate property readiness.
• Act as a central point of contact for resident guests, event hosts, families, and VIPs.
• Maintain guest preferences, special requests, celebrations, and service notes.
• Coordinate with front office, housekeeping, food and beverage, engineering, security, events, and reservations.
• Respond to concerns promptly and manage service recovery with empathy and ownership.
• Keep guests informed while requests or complaints are being resolved.
• Conduct courtesy calls and collect feedback during and after the guest's stay or event.
• Encourage satisfied guests to share reviews through approved channels.
• Maintain accurate guest records, incident reports, shift handovers, and unresolved-action logs.
• Support property tours, special occasions, and high-value events when required.
• Escalate safety, security, billing, or serious service issues to the appropriate manager.

Candidate Profile

• 1-3 years of experience in guest relations, front office, customer service, hotels, resorts, airlines, premium retail, or another service-led environment.
• Hospitality industry experience is preferred, not mandatory.
• Excellent communication, interpersonal, and problem-solving skills.
• Polished, professional, calm, and comfortable interacting with diverse guests.
• Able to handle complaints tactfully and coordinate across multiple departments.
• Familiarity with hotel PMS, CRM, or guest-service systems is advantageous.
• Fluency in English and Hindi required; Kannada or another regional language is advantageous.
• Willingness to work rotational shifts, weekends, and public holidays.
• Degree or diploma in hospitality preferred.

Success Measures

• Guest satisfaction and review quality.
• Response and complaint-resolution time.
• Accuracy of guest preferences and handovers.
• Pre-arrival and event-readiness standards.
• Successful recovery of dissatisfied guests.