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 significant 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 ow

📌 Guest Experience (Mumbai)
🏢 EKOSTAY
📍 Mumbai