Guest Relationship Manager

We are looking for a proactive and customer-focused Guest Relationship Manager to manage guest communication across our portfolio of premium Airbnb and short-term rental properties.

You will be the first point of contact for guests, handling inquiries, reservations, check-ins, and issue resolution while delivering an exceptional hospitality experience. The ideal candidate is an excellent communicator, highly organized, and thrives in a fast-paced environment.

Key Responsibilities

• Handle all inbound guest calls, WhatsApp messages, Airbnb messages, and email inquiries.
• Respond promptly to booking inquiries and convert leads into confirmed reservations.
• Assist guests before, during, and after their stay.
• Coordinate smooth check-ins and check-outs.
• Resolve guest concerns professionally and efficiently.
• Coordinate with housekeeping, maintenance, and operations teams to ensure properties are guest-ready.
• Monitor reservations, cancellations, modifications, and availability across booking platforms.
• Maintain accurate guest records and reservation details.
• Encourage guests to leave positive reviews and manage guest feedback.
• Deliver a luxury hospitality experience through timely communication and personalized service.
• Ensure high response rates and guest satisfaction scores.

Required Qualifications

• Bachelor's degree in Hospitality, Business, Tourism, or a related field (preferred).
• 2 to 4 years of experience in customer service, hospitality, hotel operations, Airbnb management, or guest relations.
• Excellent verbal and written communication skills in English and Hindi.
• Strong interpersonal and problem-solving abilities.
• Comfortable handling multiple conversations simultaneously.
• Good computer proficiency and ability to learn new software quickly.
• Ability to remain calm under pressure and manage guest expectations.

Preferred Skills

• Experience with Airbnb, Booking.com, Agoda, Expedia, or similar OTAs.
• Knowledge of Channel Managers and Property Management Systems (PMS).
• Experience using CRM software.
• Strong attention to detail and organizational skills.
• Sales-oriented mindset with the ability to convert inquiries into bookings.

What We're Looking For

• Positive and professional attitude.
• Strong ownership and accountability.
• Customer-first mindset.
• Excellent communication and relationship-building skills.
• Ability to multitask in a dynamic environment.
• Passion for hospitality and creating memorable guest experiences.

Compensation & Benefits

• Competitive salary based on experience.
• Performance-based incentives.
• Career growth opportunities within a fast-growing hospitality business.
• Professional training and development.
• Collaborative and supportive work environment.
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If you enjoy interacting with people, solving problems, and delivering exceptional hospitality experiences, we'd love to hear from you.