Guest Relations Executive

About the role

The Guest Relations Executive is the primary steward of the client journey, ensuring guests feel informed, reassured, and valued from the moment a reservation is confirmed through post‑travel follow‑up. This role blends polished communication with operational awareness to deliver a seamless, premium experience.

Key responsibilities

• Manage pre‑arrival communication, providing clear itineraries, welcome information, and expectation setting.
• Support in‑journey touchpoints such as arrival confirmations, discreet check‑ins, and timely service follow‑up.
• Address guest concerns or service lapses with empathy, speed, and coordinated internal response.
• Document guest preferences, feedback themes, and relationship notes for future travel planning.
• Collaborate with concierge, travel design, and operations teams to ensure consistent, polished updates.
• Lead post‑travel follow‑up, capturing insights without making the interaction feel transactional.

Required profile

• Minimum 3 years experience in guest relations, premium client service, luxury hospitality, or travel support.
• Exceptional spoken and written English with a confident, client‑facing tone.
• Ability to manage multiple live conversations while maintaining accuracy and composure.
• Strong emotional intelligence and sound judgment in service‑recovery situations.
• Comfort working with CRM systems, guest records, and internal coordination tools.

Required skills

• Client communication
• Guest empathy
• Service recovery
• Written polish
• Cross‑functional coordination
• Preference tracking

What we offer

• Competitive salary package aligned with experience in premium guest service and client communication.