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 & REQUIREMENTS
- 1-2 years of 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).
- The candidate must be located in Ernakulam.
If you have any queries, reach out to us at [email protected]
Job Types: Full-time, Permanent, Fresher
Pay: Up to ₹18,000.00 per month
Ability to commute/relocate:
- Vyttila, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Hospitality: 1 year (Preferred)
Language:
- English (Required)
- Malayalam (Required)
Shift availability:
Work Location: In person
