Guest Relations Executive

Guest Relationships Executive

Company: goSTOPS
Department: Guest Experience / Front Office
Reports to: Property Manager / Guest Experience Manager
Location: [Property / City]

Role summary

You are the face of goSTOPS at the property. You welcome guests, build a warm connection and make sure they feel at home. You also manage check-ins, community events and guest feedback.

Key responsibilities

• Welcome guests and handle check-in and check-out smoothly.

• Verify IDs and complete bookings in the PMS.

• Explain the property, rooms, rules, facilities and local tips.

• Build friendly relationships with guests. Make solo travellers feel included.

• Plan and host community activities like pub crawls, walking tours, game nights and workshops.

• Answer guest questions in person, by phone and on WhatsApp.

• Solve guest issues quickly. Escalate when needed.

• Work with housekeeping, kitchen and maintenance to keep service smooth.

• Collect guest feedback and share it with the team.

• Encourage positive reviews on Google, Booking.com and Hostelworld.

• Upsell stays, tours, food, merchandise and experiences.

• Keep the reception and common areas tidy and welcoming.

• Handle cash, card payments and daily reports accurately.

• Follow safety and security rules at all times.

Requirements

• Education: Graduate or diploma. Hospitality background is a plus.

• Experience: 0–2 years in hostels, hotels, travel or customer service. Freshers with good people skills can apply.

• Fluent English and Hindi. Other languages are a plus.

• Basic knowledge of MS Office / Google Sheets. PMS experience is a plus.

• Willing to work shifts, weekends and holidays.

Skills and qualities

• Friendly, outgoing and approachable

• Strong communication

• Good listening and empathy

• Calm problem solving

• Energetic and social

• Well-groomed and punctual

• Team player

• Love for travel and meeting new people

Key performance measures

• Guest satisfaction score

• Review ratings and mentions

• Event participation

• Upsell revenue

• Check-in accuracy

• Complaint closure time

Growth path

Guest Relationships Executive → Senior Executive → Assistant Property Manager → Property Manager

• It is a Full Time Receptionist job for candidates with 6 months - 2 years of experience.