Guest Service Representative, Panjim

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 [HIDDEN TEXT] Contact: +91 80877 19867