Role Title

Executive- Guest Relations

Location

PalmCare Senior Living, Kothamangalam

Reporting To

Manager Relations

Reportees

Nil

Back Up

Designated Guest Relations / Front Office team member

Internal Stakeholders

Sales & Marketing, Relations, Operations, Housekeeping, Maintenance, Security, Administration

External Stakeholders

Prospective residents, residents and families, visitors, vendors, healthcare and service partners

Qualification

Graduate in any discipline; qualification in Hospitality, Tourism, Social Work or Customer Relations preferred

Experience

1–3 years in guest relations, hospitality, front office, customer service or a related role preferred

MIS / Reports

Daily visitor and enquiry records; appointment and site-visit tracker; follow-up status; guest feedback and issue reports

Purpose of the Role To create a welcoming and positive experience for prospective residents, existing residents, their families and visitors by managing guest interactions, responding to enquiries, coordinating appointments and visits, and supporting the smooth functioning of the PalmCare Senior Living Experience Centre. The role serves as an important link between guests and the internal teams, ensuring timely communication, effective coordination and a high standard of hospitality.

Roles & Responsibilities

· Welcome and attend to prospective residents, existing residents, family members and other visitors in a courteous and professional manner.

· Handle incoming telephone calls, walk-in enquiries, emails and messages; provide accurate preliminary information about PalmCare Senior Living, its facilities, services and lifestyle offerings.

· Understand the needs and expectations of prospective residents and their families, record relevant details, and direct enquiries to the appropriate team member.

· Coordinate appointments, Experience Centre visits, model apartment tours and site visits.

· Follow up with prospective residents after enquiries and visits, share requested information,



and ensure that follow-ups are recorded and completed on time.

· Coordinate with enquiry management and maintain updated lead and visitor information in the CRM.

· Assist residents and families with routine requests and coordinate with the relevant departments to ensure timely resolution.

· Receive guest feedback, complaints and suggestions, document them, and escalate matters to the reporting manager or concerned department when required.

· Coordinate guest hospitality arrangements and ensure that the reception, Experience Centre and model apartment are clean, organized and presentable.

· Work closely with Operations, Housekeeping, Maintenance, Security and Administration to ensure a smooth and pleasant guest experience.

· Support the planning and coordination of resident engagement activities, events, meetings and promotional programmes.

· Maintain visitor registers, enquiry records, appointment schedules, follow-up trackers and other required documentation.

· Prepare and submit daily, weekly or monthly reports as required by the reporting manager.

· Maintain confidentiality of resident, family and prospective customer information and follow the organisation's policies, procedures and service standards.

Skills Required

· Excellent verbal and written communication skills in English and Malayalam.

· Robust interpersonal skills, active listening, empathy and relationship-building ability.

· Professional grooming, courteous conduct and a guest-focused approach.

· Customer handling, problem-solving, conflict management and complaint-handling skills.

· Good coordination, time management, multitasking and follow-up skills.

· Basic computer proficiency, including MS Office, email and data entry; familiarity with CRM systems is an advantage.

· Ability to work collaboratively with multiple departments and remain calm under pressure.

· Sensitivity and patience when interacting with senior citizens and their families.

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Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Executive Guest Relations (Kothamangalam)
🏢 PalmCare Senior Living Pvt.Ltd
📍 Kothamangalam