Guest Relations Executive for HAVN

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 Requirements Working Hours: AM Shift: 8am-5pm (Can be adjusted as and when required); Mid Shift: 1pm-10pm (Can be adjusted as and when required); PM Shift: 4pm-1am (Can be adjusted as and when required). Working From Home: Permitted on Saturdays and/or Sundays. Show more Show less

Working Hours: AM Shift: 8am-5pm (Can be adjusted as and when required); Mid Shift: 1pm-10pm (Can be adjusted as and when required); PM Shift: 4pm-1am (Can be adjusted as and when required). Working From Home: Permitted on Saturdays and/or Sundays.

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; 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.