Team Leader – Guest Relations

Unreal Estate Habitat Pvt Ltd | Guest Relations | Reports to: Head of Guest Relations

CTC: ₹4.8 – ₹7.2 LPA | Full-time The Role in One Line

You own the guest experience across our properties end-to-end — every call, every escalation, every online review — and you own the team that delivers it.

What Success Looks

Like

Guest ratings stay at 4.5+ across OTA platforms, consistently

Every escalation — whether it lands as a call, a message, or a public review — gets resolved fast, calmly, and closed the loop on

Our online reputation (OTA reviews, Google, social) stays clean and actively managed, not just monitored

Your team runs on time, on standard, without you having to micromanage every shift

You catch service gaps before they show up in a call or a review — not after What You'll Actually Do

Own the guest journey. Pre-stay to post-stay, you're accountable for every touchpoint. Check-ins run smoothly. Issues get fixed rapid. Nothing falls through the cracks between booking and checkout.

Run the team. Build the roster, train the team, hold the line on service standards. You know within a shift if someone's response times are slipping — and you know why.

Handle what others can't. When a guest calls in furious at 11 PM, you're the one who picks up, calms it down, and fixes the actual problem — not just the person on the other end of the line, but the process that let it happen. You own guest relationship management end-to-end: calls, messages, in-person, all of it.

Manage our online reputation. ORM isn't a once-a-week glance at ratings — it's actively tracking every OTA and Google review, replying with intent,



and turning a bad review into a resolved one wherever possible before it drags the property's score down.

Read the data, act on it. Call logs, OTA reviews, response times, escalation counts — you track them weekly, spot the pattern before it becomes a trend, and fix the process, not just the symptom.

Coordinate across teams. Housekeeping, maintenance, ops — you're the connective tissue that makes sure a guest's problem gets solved by the right person, fast. You're a Strong Fit If You Have

3–6 years in hospitality, serviced apartments, or hotels

At least 1 year leading or supervising a team — you've built a roster, given feedback, handled a tough conversation

Real experience with OTA platforms (Airbnb, Booking.com) — not just using them, but managing ratings, reviews, and ORM on them

Hands-on experience handling guest calls and escalations directly — you've been the one on the phone when things go wrong A track record of staying calm under an angry guest and turning it around, on a call or otherwise

Comfort with shift-based operations — this isn't a 9-to-6 desk job

Basic Excel skills — you can build and read a straightforward report without help

You'll Stand Out If You Have

Experience managing multiple properties, not just one site A bias for ownership over instruction — you fix things without waiting to be told

Startup instincts — you're fine with ambiguity and moving fast

People genuinely like working for you, and you can point to why

What You Get A real leadership seat — not a title, an actual team and P&L-adjacent; ownership of guest experience

Exposure to multi-property operations as we scale A fast-growing hospitality brand where the next 12 months will look nothing like the last 12

Clear, visible growth path — we promote from within

📌 Guest/Customer Relations Manager - Hospitality (Bengaluru)
🏢 Unreal Living
📍 Bengaluru