Job Description

Guest Relations Executive

Location:

Mountain Lake Resort, Thrissur, Kerala

Employment Type:

Full-time

Job Summary

The Guest Relations Executive is responsible for delivering exceptional guest experiences by managing guest interactions, addressing inquiries and concerns, and ensuring high standards of hospitality throughout the guest journey. This role acts as a key liaison between guests and resort departments to ensure smooth operations and guest satisfaction.

Key Duties and Responsibilities

Welcome guests warmly upon arrival and ensure a smooth check-in and check-out process Act as the primary point of contact for guest inquiries, requests, and complaints Ensure all guest needs are addressed promptly and professionally Coordinate with Front Office, Housekeeping, F&B, and Maintenance teams to resolve guest issues Maintain accurate guest records, preferences, and feedback Handle booking confirmations, special requests, and room allocations Communicate resort facilities, services, and policies clearly to guests Monitor guest satisfaction levels and proactively improve service quality Handle VIP guests and special occasions with personalized attention Respond to guest feedback, reviews, and follow-ups in a courteous manner Ensure compliance with resort standards, safety guidelines, and service protocols Assist in upselling resort services such as activities, dining, and experiences Support management with guest reports and service improvement suggestions
Required Skills and Qualifications

Bachelor's degree or diploma in Hospitality, Hotel Management, or related field preferred Previous experience in guest relations, front office, or hospitality preferred Excellent communication and interpersonal skills Strong problem-solving and conflict-resolution abilities Customer-focused attitude with a professional appearance Ability to multitask and work under pressure Proficiency in English and Malayalam (additional languages are an advantage) Basic computer and reservation system knowledge
What We Offer

Competitive salary and service incentives Supportive work environment Opportunity to grow within the hospitality industry Exposure to premium resort operations
Job Type: Full-time

Pay: Up to ₹15,000.00 per month

Benefits:

Cell phone reimbursement Food provided
Work Location: In person