Role Purpose
To ensure a safe, peaceful, and enjoyable environment for guests while maintaining positive relationships with local communities surrounding villa properties. The role acts as a bridge between guests, local residents, authorities, and villa operations to proactively resolve conflicts, complaints, and compliance-related issues.
Key Responsibilities: Guest Relations & Conflict Resolution:
- Address and resolve guest grievances, complaints, and disputes in a timely and professional manner.
- Intervene and de-escalate conflicts involving guests, staff, vendors, or local residents.
- Ensure guest concerns are documented, investigated, and resolved effectively.
Community Relations
- Build and maintain positive relationships with neighboring communities surrounding villa properties.
- Respond promptly to complaints from local residents regarding guest behavior, noise disturbances, littering, parking issues, trespassing, or other nuisance activities.
- Act as the primary liaison between villa operations and the local community.
Safety & Security Management
- Ensure a safe and secure environment for guests, employees, and local residents.
- Monitor adherence to villa policies related to noise levels, occupancy limits, visitor management, and community guidelines.
- Support implementation of safety and emergency response procedures.
- Professionally handle situations involving intoxicated or disruptive guests.
- Apply conflict management techniques to de-escalate potentially volatile situations.
- Coordinate with security teams and management when intervention is required.
Compliance & Authority Coordination
- Liaise with local law enforcement and government authorities when necessary.
- Handle police interactions and investigations related to guest incidents or community complaints.
- Prepare incident reports and maintain records of complaints, actions taken, and resolutions.
Reporting & Documentation
- Maintain detailed records of incidents, complaints, resolutions, and community interactions.
- Provide periodic reports to management on recurring issues and preventive measures.
Key Skills & Competencies
- Strong communication and interpersonal skills.
- Conflict resolution and negotiation abilities.
- Crisis and incident management.
- Stakeholder and community relationship management.
- Knowledge of hospitality service standards.
- Ability to remain calm under pressure.
- Understanding of local regulations and law enforcement protocols.
Preferred Experience
- Hospitality, hotel operations, guest relations, security operations, law enforcement liaison, or community relations.
- Experience in luxury villa, resort, hotel, or serviced accommodation operations preferred.
Key KPI Areas
- Guest complaint resolution rate.
- Community complaint resolution turnaround time.
- Reduction in noise and nuisance incidents.
- Incident response effectiveness.
- Guest satisfaction scores.
- Community relationship and compliance standards.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
