Job Description

Position Summary

The Guest Relation Executive (GRE) is responsible for ensuring exceptional hospitality and delivering a seamless guest experience from arrival to departure. This role plays a key part in creating a warm, premium, and personalized stay experience for all guests at Swiss Holidays, Wayanad. The GRE will act as the primary point of contact for guest queries, requests, and feedback while upholding the resort's service standards.

Key Responsibilities1. Guest Engagement & Hospitality

Welcome guests warmly upon arrival with a friendly, professional attitude. Assist with check-in/check-out processes in coordination with the front office team. Provide detailed resort information, activity suggestions, and local sightseeing recommendations. Ensure guests feel attended, valued, and comfortable throughout their stay.

2. Handling Guest Requests

Respond to guest inquiries promptly through phone, WhatsApp, or in-person. Coordinate with housekeeping, F&B, travel desk, and other departments to fulfill guest requests efficiently. Arrange special services such as room decor, surprises, candlelight dinners, anniversary/birthday setups, etc.

3. Guest Experience Management

Regularly interact with guests to understand their comfort and satisfaction level. Identify special guest needs and ensure personalized service delivery. Maintain a calm, professional approach while handling complaints and resolve issues effectively.

4. Coordination & Communication

Communicate guest preferences and special instructions to relevant departments. Ensure smooth communication among internal teams to enhance service quality. Maintain accurate records of guest feedback, requests, and service follow-up.

5. Branding & Resort Presentation

Maintain a professional appearance aligned with the resort's premium brand standards. Assist in guest engagement activities such as guided property tours, events, or cultural programs. Support digital engagement by coordinating for guest photos/videos (only if guests permit).

6. Administration & Reporting

Maintain guest logs, feedback reports, and incident records. Assist in maintaining front office documentation and daily reports. Support marketing/CRM teams with guest database updates when required.

Skills & QualificationsRequired Skills

Excellent communication skills in English; knowledge of Malayalam, Hindi, Kannada is an added advantage. Warm, friendly personality with strong interpersonal skills. Ability to multitask and remain calm in busy situations. Customer-obsessed attitude with a passion for hospitality. Basic computer knowledge (MS Office, PMS/booking platforms).

Preferred Qualifications

Diploma/Degree in Hotel Management or Hospitality (preferred but not mandatory). Minimum 1-2 years of experience in front office, guest relations, or customer service roles--preferably in premium resorts/hotels.

Work Environment & Expectations

Must be flexible with shift timings, weekends, and holiday schedules. Must maintain professional grooming standards. Should demonstrate strong teamwork, coordination, and positive attitude.

Why Join Swiss Holidays, Wayanad?

Opportunity to work in a premium, nature-rich resort environment. Strong learning and growth opportunities within hospitality. Supportive team environment and professional training.
Job Types: Full-time, Permanent

Pay: From ?13,000.00 per month

Benefits:

Food provided Health insurance Paid sick time Paid time off
Work Location: In person