Guest Experience & Escalations Executive:

Guest Experience & Escalations Executive

About the Role

At EkoStay, the Guest Experience & Escalations Executive is responsible for making sure guest issues are resolved quickly and professionally before they turn into bigger complaints. You will be the point person for escalated guest issues — understanding what went wrong, coordinating with the relevant ground team, driving the resolution, and ensuring the guest is satisfied with the outcome.

This role requires someone who is calm under pressure, takes ownership, communicates clearly, and is comfortable coordinating across multiple teams.

Key Responsibilities

1. Handle Guest Escalations

- Take ownership of escalated guest complaints and issues from start to resolution.
- Speak with guests, understand the issue clearly, and determine the appropriate course of action.
- Act quickly on issues that could negatively impact the guest experience.
- Ensure the guest receives regular updates until the issue is resolved.
- Handle difficult or unhappy guests calmly and professionally.

2. Coordinate with Ground Operations

- Coordinate closely with property managers, caretakers and other ground teams to resolve guest issues.
- Clearly communicate the issue, required action and urgency to the relevant team.
- Follow up with the ground team until the issue is actually resolved — not just until it is assigned.
- Escalate internally when the ground team is unable to resolve an issue within the required timeline.
- Ensure there is proper coordination between the guest-facing team and the property team.

3. Prevent Issues from Becoming Escalations

- Proactively identify issues that could turn into larger guest complaints.




- Track recurring issues across properties and highlight them to the relevant teams.
- Ensure important guest concerns are addressed before check-in or during the stay wherever possible.
- Look for patterns in complaints and suggest operational improvements.

4. Own Resolution & Closure

- Maintain clear ownership of every escalation assigned to you.
- Ensure every issue has a defined next step and responsible person.
- Follow up with the guest after resolution to confirm that the issue has been addressed.
- Document important escalations, actions taken and final resolutions.
- Ensure unresolved issues are properly handed over between shifts/teams.

5. Cross-Functional Coordination

- Work closely with Guest Experience, Sales, Reservations and Operations teams.
- Coordinate with property teams for urgent requirements during guest stays.
- Support the team during high-priority situations such as check-in issues, property issues, service failures or other urgent guest concerns.

What We Are Looking For

* 1–3 years of experience in guest relations, hospitality, customer experience, customer support or operations.
- Strong communication skills — both written and verbal.
- Ability to remain calm and solution-oriented when dealing with difficult situations.
- Strong follow-up and coordination skills.
- High sense of ownership — you should not wait for someone else to solve an issue once it is assigned to you.
- Ability to prioritise multiple issues based on urgency and guest impact.
- Comfortable coordinating with on-ground teams over calls and WhatsApp.
- Good problem-solving and decision-making ability.
- Comfortable working in a fast-paced hospitality workplace.
- Willingness to work rotational shifts, weekends and holidays as required by the business.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Guest Experience & Escalations Executive (Worli)
🏢 EKOSTAY
📍 Worli