Job role: Customer experience executive/Guest relations executive
Department: Customer experience
Job experience: Min. 2 years
Location: Mumbai, HQ

About The Hosteller

The Hosteller is a people-first backpacker hostel brand built around travel, community, and shared experiences. We create spaces where travellers from across the world connect, stories are exchanged, and memories are made. Powered by passionate teams on-ground and at the corporate level, The Hosteller values ownership, empathy, collaboration and a deep respect for both people and places.

At The Hosteller, you’ll be part of a fast-growing, entrepreneurial environment where ideas matter, ownership is encouraged and growth is real. We offer hands-on exposure, opportunities to learn across functions and the chance to build meaningful experiences for both travellers and teammates—every single day.

Role overview

The Customer experience executive is responsible for executing post-stay grievance handling and review responses in accordance with defined CX SOPs, escalation matrices, and communication guidelines.



The role ensures timely, accurate, and brand-consistent communication with guests across email, review platforms, and social channels.

Working closely with hostel teams and senior CX stakeholders, the CX executive supports investigation of guest concerns, implements approved resolutions, and ensures cases are closed correctly and within defined timelines. The role does not involve independent policy decisions, but requires robust judgement in information gathering, written communication, and identifying when escalation is necessary.

Additionally, the CX executive supports continuous improvement by flagging recurring issues and observable patterns in guest feedback, contributing inputs that help senior CX leaders drive preventive and process-level improvements.

Responsibilities

• Handle post-stay guest grievances across email, review platforms, and social channels in line with defined CX SOPs an

📌 Guest Relations Executive (India)
🏢 The Hosteller
📍 India