About the Company:
Homesly Group is a UK-based hospitality and property investment company operating hotels and serviced accommodation. We manage guest journeys end-to-end, including reservations, check-ins, in-stay support, issue resolution, and post-stay communication. Our India-based team provides operational support to UK properties, ensuring consistent service standards and smooth guest experiences.
Role Overview:
The Customer Service Executive is responsible for managing all guest and customer communication across Homesly’s hotel and serviced accommodation portfolio. This role is operational and hands-on, involving continuous interaction with guests, internal teams, and systems to ensure bookings, stays, and issues are handled efficiently and professionally.
Core Responsibilities:
- Handle incoming guest enquiries through email, phone, WhatsApp, and other messaging platforms daily
- Manage reservation-related communication, including booking confirmations, amendments, cancellations, and special requests Coordinate check-in and check-out communication, including sharing instructions, timings, access details, and follow-ups
- Act as the first point of contact for in-stay guest issues such as housekeeping requests, maintenance concerns, access problems, or complaints
- Liaise with on-ground operations, housekeeping, and maintenance teams to ensure guest issues are resolved promptly
- Track open guest issues and follow through until resolution, keeping guests informed throughout
- Maintain accurate and up-to-date records of guest interactions, requests, and resolutions in internal systems
- Handle escalations professionally, ensuring complex or sensitive issues are communicated clearly to senior team members
- Support post-stay communication, including feedback collection, complaint follow-ups, and service recovery actions
- Ensure all guest communication aligns with Homesly’s service standards, tone, and brand expectations
Skills & Competencies:
- Strong written and spoken English with the ability to communicate clearly and professionally
- High attention to detail and the ability to manage multiple guest conversations simultaneously
- Calm, solution-oriented approach when handling complaints or urgent issues
- Good organisational skills and ability to prioritise tasks in a fast-paced environment
- Comfortable working remotely and coordinating with UK-based teams and time zones
Eligibility Criteria :
- Minimum 2 years of experience in customer service, hospitality, or guest support roles
- Prior experience handling direct customer or guest communication
- Hospitality, hotel, or serviced accommodation experience preferred
- Familiarity with booking systems, CRM tools, or support platforms is an advantage
- Reliable internet connection and ability to work from home independently.
Why Join Homesly Group :
- Hands-on exposure to live hotel and serviced accommodation operations
- Opportunity to work with UK-based properties while based in India
- Remote working flexibility with long-term role potential
- Clear operational responsibilities and learning opportunities
Please send your CV or details of your experience to: [email protected]
Shortlisted candidates will be contacted for a brief interview.
Pay: ₹15,000.00 - ₹20,000.00 per month
Ability to commute/relocate:
- Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- We must fill this position immediately. Can you join in next 1,2 weeks?
Location:
- Hyderabad, Telangana (Preferred)
Work Location: In person
