Job Title: Guest Experience & Reservations Executive (24/7 Operations)
Location: Goa (Office-based | Rotational Shifts)
Salary: 3 + LPA + Performance Incentives
Role Overview
We are hiring a Guest Experience & Reservations Executive to manage end-to-end guest communication before, during, and after their stay. This role is critical in delivering a smooth, responsive, and professional guest experience across all Hireavilla properties.
Key Responsibilities
- Pre-Arrival Communication
- Contact guests via WhatsApp and phone after booking (Direct & OTA).
- Collect mandatory details (IDs, arrival time, preferences).
- Share check-in details, villa address, and house rules.
- Coordinate with Operations for smooth check-ins.
- 24/7 Guest Support (During Stay)
- Act as the primary point of contact for guests.
- Handle guest requests, concerns, and issues calmly and efficiently.
- Coordinate with housekeeping, maintenance, operations, and villa teams.
- Escalate issues as per SOPs when required.
- In-Stay Upselling
- Proactively offer services such as airport transfers, chef/meals, yoga, massage, and experiences.
- Clearly explain services and pricing.
- Coordinate service execution with relevant teams.
- Post-Stay Follow-Up
- Contact guests after check-out.
- Collect feedback and reviews (Google, Airbnb, internal).
- Flag issues and insights for service improvement.
- Reporting & Shift Discipline
- Update guest interactions and notes in tracking sheets.
- Ensure clear handovers between shifts.
- Follow SOPs strictly to maintain information continuity.
Candidate Requirements
- Excellent spoken and written English (mandatory).
- Hindi required; additional languages are a plus.
- Strong communication and customer-handling skills.
- Comfortable using WhatsApp, phone calls, emails, and Google Sheets.
- Calm under pressure and solution-oriented.
- Willing to work rotating shifts, including night shifts.
Prior experience in hospitality, hotel front office, call center, OTA support, or travel operations preferred.
How to Apply
Email your resume to[Confidential Information]
Contact: +91 80877 19867
