**Job Title: Guest Relationship Manager (GRM)**
**Location:** Kolkata (with remote support across Bhubaneswar, Puri, Guwahati, etc.)
**Company:** Air Country Home
**Industry:** Short-Term Rentals, Hospitality, Property Management
**Reports To:** Founder / Senior Operations Manager
**CTC:** Competitive and performance-based; negotiable as per experience
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### **About Air Country Home**
Air Country Home is a premium Airbnb and short-term rental property management company
operating across Eastern India. With 8+ years of experience managing homes, apartments, villas,
hotels, and resorts, we offer end-to-end hospitality and hosting solutions. We currently manage
properties across Kolkata, Puri, Bhubaneswar, and Guwahati and are rapidly expanding PAN
India.
We help homeowners and NRIs monetize and maintain their properties through qualified
styling, guest hosting, and care-based operations.
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### **Role Summary**
The Guest Relationship Manager (GRM) plays a critical frontline role in ensuring smooth guest
experiences, 5-star communication, and prompt service resolutions across all properties managed
by ACH. You will be the key bridge between guests, and operations teams,
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### **Key Responsibilities**
- **Guest Communication & Hospitality**
- Handle pre-booking and post-booking queries across OTA s WhatsApp, phone, and Hospitable
CRM
- Coordinate guest check-ins/check-outs and troubleshoot issues in real-time
- Proactively upsell services (e.g. guided tours, meals, extra cleaning, etc.)
- **Booking & Reservation Management**
- Ensure booking calendars are updated across platforms OTA.
- Track reservation status,



payments, special requests, cancellations, and refunds
- Collaborate with operations team to avoid double bookings or missed turnarounds
- **Team Coordination**
- Coordinate with housekeepers, caretakers, and facility managers to ensure readiness
- Relay guest expectations to field staff and verify readiness through photos, calls

- **Customer Delight & Reviews**
- Ensure guests have a seamless, delightful stay and prompt resolution of issues
- Collect feedback, photos, and encourage 5-star OTA reviews
- Address negative feedback with empathy and accountability
- **Operational Reporting**
- Maintain guest logs, incident reports, resolution status, and refund approvals
- Submit daily WA/email updates to the founder on guest status, escalations, and recovery
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### **Key Skills Required**
- Fluent in English, Hindi, and Bengali (Odia is a plus)
- Excellent communication and hospitality etiquette
- Familiarity with OTA platform, Zoho, WhatsApp, and CRM tools (Hospitable)
- Problem-solving mindset and guest-first approach
- Basic spreadsheet and documentation proficiency
- Ability to work in shifts (mornings/evenings) and weekends
---
### **Preferred Background**
- Minimum3 years experience in hospitality, front office, travel desk, or OTA hosting
- Graduates in Hotel Management, Mass Comm, or Tourism preferred
- Prior experience with short-stay, resort, or serviced apartment operations is ideal

Attending phone calls ( In bound & Outbound ) and messaging is most important.
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**To Apply:**

Email your to [email protected]

OR connect on (phone hidden)

📌 Guest Relationship Manager (West Bengal)
🏢 Kolivaasa Hospitality
📍 West Bengal