Guest Experience

- Welcome guests on arrival, extending a warm, personalized greeting in line with brand standards

- Coordinate VIP and repeat-guest recognition, including room amenities, welcome notes and special requests

- Conduct courtesy calls and in-person check-ins during a guest's stay to ensure satisfaction

- Anticipate guest needs and proactively offer assistance dining recommendations, local experiences, transport, etc.

Query & Complaint Resolution

- Serve as the first point of escalation for guest complaints or service lapses

- Resolve issues promptly and professionally, involving other departments (Housekeeping, F&B;, Engineering) as needed

- Log all complaints, resolutions and follow-ups in the guest feedback/CRM system

- Follow up with guests post-resolution to confirm satisfaction

Coordination & Administration

- Liaise with Front Office, Housekeeping, F&B; and Concierge to ensure guest requests are actioned

- Maintain accurate guest profiles,



preferences and history in the PMS (Property Management System)

- Prepare daily arrival/VIP lists and briefing reports for shift handovers

- Support with guest correspondence emails, feedback forms, online review responses

Departure & Feedback

- Coordinate smooth check-outs for VIP and long-stay guests

- Collect and record guest feedback; share trends and recurring issues with management

- Support in managing the property's rating and reviews on OTA/review platforms

Preferred candidate profile

- Bachelor's degree in Hospitality Management, Hotel Management or related field (preferred)

- 13 years of experience in Guest Relations, Front Office or Guest Services in a hotel or hospitality setting

- Freshers with solid communication skills and a hospitality diploma may also be considered

📌 Guest Relations Specialist (Mumbai)
🏢 The Mango Collective
📍 Mumbai