Guest Relations Executive for HAVN Holiday Homes

The Guest Relations Executive is responsible for managing the full guest communication lifecycle and operational coordination to ensure a smooth, professional, and disruption-free guest experience from pre-arrival to post-checkout. This role acts as the first line of defense between guests and operational issues. Guest Communication & Experience - Manage all guest communication across approved channels. - Conduct check-in and check-out calls/messages as per SOP timelines. - Proactively anticipate guest needs and address concerns before escalation. - Always maintain a professional and solution-oriented tone. Booking & Revenue Support - Support booking inquiries and contribute to conversion. - Ensure listing details and house rules are clearly communicated. - Flag pricing or availability issues when identified. Operational Coordination - Coordinate with housekeeping, maintenance, and GSOs. - Log, track, and follow up on all issues until closure. - Ensure zero guest-impacting issues remain unresolved during stays. - Verify unit readiness prior to check-in. Documentation & Reporting - Ensure all interactions and issues are logged accurately. - Review inspection reports and escalate deviations. - Track maintenance reports and confirm closure. - Maintain accurate shift handovers. Escalation & Risk Control - Escalate guest-impacting issues immediately. - Identify repeat issues for preventive action. - Do not promise outcomes outside approved authority.

Guest Communication & Experience: Manage all guest communication across approved channels; Conduct check-in and check-out calls/messages as per SOP timelines; Proactively anticipate guest needs and address concerns before escalation; Always maintain a professional and solution-oriented tone. Booking & Revenue Support: Support booking inquiries and contribute to conversion; Ensure listing details and house rules are clearly communicated; Flag pricing or availability issues when identified. Operational Coordination: Coordinate with housekeeping, maintenance, and GSOs; Log, track, and follow up on all issues until closure; Ensure zero guest-impacting issues remain unresolved during stays; Verify unit readiness prior to check-in. Documentation & Reporting: Ensure all interactions and issues are logged accurately; Review inspection reports and escalate deviations; Track maintenance reports and confirm closure; Maintain accurate shift handovers. Escalation & Risk Control: Escalate guest-impacting issues immediately; Identify repeat issues for preventive action; Do not promise outcomes outside approved authority.