About the job

WE ARE HIRING: GUEST RELATIONS MANAGER – Luxury Properties - ⭐

?Multiple Locations in North Goa?

Salary: ₹35,000 per month (depending on experience)

JOB SUMMARY The Guest Relations Manager acts as a key link between the Property Managers, guests and senior management, ensuring that guest concerns and service-related matters are handled promptly, professionally and effectively. The role is focused on problem-solving and guest communication ensuring that issues are resolved before they escalate and that guests receive a consistently high level of service across the Company's properties.

KEY RESPONSIBILITIES

GUEST RELATIONS & COMMUNICATION

- Act as a senior point of contact for guests when required.
- Maintain professional, warm and solution-oriented communication with guests.
- Handle guest complaints, concerns, requests and service recovery situations.
- Communicate with guests by phone, WhatsApp and other relevant channels.
- Follow up with guests to ensure issues have been satisfactorily resolved.
- Build positive relationships with guests and maintain the Company's service standards.

SUPPORT TO PROPERTY MANAGERS

- Assist Property Managers in handling difficult or sensitive guest situations.
- Support the Property Managers in maintaining service standards across the assigned properties.
- Step in where coordination between multiple teams is required.
- Help ensure that guest-related issues do not unnecessarily reach senior management.

GUEST EXPERIENCE

- Monitor the overall guest experience and identify areas requiring improvement.
- Ensure guest requests and special requirements are properly communicated and actioned.

- Assist with VIP, repeat and high-profile guest requirements where necessary.

• Ensure appropriate follow-up after complaints or service issues.
- Maintain a solid understanding of the Company's properties and services

COMMUNICATION & REPORTING

- Keep the AGMs informed of significant guest issues and operational concerns.
- Maintain clear records of complaints, incidents and resolutions where required.




- Communicate key information effectively to the relevant teams.
- Identify patterns in guest complaints and provide feedback to management.

QUALIFICATIONS

- 3–5 years of experience in luxury hospitality, guest relations, hotel operations, villa management, front office or a similar customer-facing role.
- Experience in luxury hotels, resorts, private villas or high-end vacation rentals preferred.
- Diploma or degree in Hospitality Management, Hotel Management, Tourism or a related field preferred.
- Previous experience handling guest complaints and service recovery.
- Experience coordinating multiple departments or teams is an advantage.
- Good knowledge of Goa and local vendors/services is an advantage.
- Valid driving license preferred. • Excellent spoken and written English.

SKILLS & COMPETENCIES

- Excellent Guest Handling: Naturally comfortable dealing with guests and able to maintain professionalism in difficult situations.
- Common Sense & Judgement: Able to assess situations quickly and make practical, sensible decisions without constant supervision.
- Problem Solving: Focused on finding solutions rather than simply identifying problems.
- Communication: Clear, confident and professional communication with guests, Property Managers, staff, vendors and senior management.
- Emotional Intelligence: Able to read situations and respond appropriately to different personalities and circumstances.
- Calm Under Pressure: Maintains composure and a positive attitude during stressful or unexpected situations.
- Ownership & Accountability: Takes responsibility for issues and follows them through until resolution.
- Proactive Approach: Anticipates potential problems and acts before they escalate.
- Coordination: Able to manage several people and departments to resolve an issue efficiently.
- Attention to Detail: Ensures guest requests and commitments are properly followed through.
- Discretion & Professionalism: Handles sensitive guest and company matters appropriately.
- Teamwork: Works collaboratively with Property Managers and operational teams while maintaining clear communication with the AGMs.

📌 Guest Relations Manager (Goa)
🏢 Rainforest Luxury Villas
📍 Goa