Guest Experience Manager

About Us

Rest Refresh is Kerala's first dedicated transit rest facility, located in Ernakulam's busiest transit hub, Vyttila. Designed for travellers, commuters, and working professionals, Rest Refresh offers innovative services including private pod stays, shower and toilet access, and secure luggage storage. With a focus on convenience and comfort, the facility is a quick and reliable pit stop for those in need of rest or rejuvenation while on the move. Opening soon to provide top-class service in the heart of the city.

Role Description

The Guest Experience Manager is the front-facing operations lead for REST REFRESH, responsible for delivering a smooth, safe, and well-managed guest journey across Rest (Pod), Refresh (Shower+Toilet), and Cloakroom services. This role handles all guest communication (in-person, WhatsApp, phone, and email), manages bookings and documentation, collects payments and issues receipts, controls keys/locks and cloakroom access, coordinates cleaning readiness, and ensures house rules (including quiet hours) are clearly communicated and followed.

Key Responsibilities

• Handle guest communication & enquiries (WhatsApp / Call / Email / In-Person)
• Perform booking verification, manage customer check-in & documentation
• Manage payments, receipts & booking changes
• Perform quality service delivery by booking type
• Handle security, manage access control & asset management
• Coordinate and monitor housekeeping coordination & readiness

Skills and Requirements

• Prior experience in hospitality/front office/hostel/dormitory/guest relations preferred.
• Strong verbal and written communication skills in Malayalam and English (comfortable handling WhatsApp, calls, and emails professionally).
• Detail-oriented and process-driven: accurate data capture, booking notes, and documentation.
• Comfortable with ID verification and compliance requirements; willingness to learn and follow the process for national and international guests.
• Confident handling cash/UPI/card payments and issuing receipts.
• Calm under pressure, able to de-escalate difficult guest situations respectfully.
• Basic smartphone and computer skills for messaging, email, accounting and record updates.
• Be open to working in 8-hour rotational shifts (roster-based; includes weekends/holidays as per business requirements)

If you have any questions regarding the job, feel free to reach out to us at [Confidential Information]