Guest Relationship Manager

About the Role

Seven Mirror Bnb seeks a dynamic Guest Relationship Manager to oversee guest interactions and provide an outstanding hospitality experience across our luxury Airbnb and short-term rental properties in Jaipur. This position will serve as the primary point of contact for all guest communications and is instrumental in driving guest satisfaction and positive feedback.

Main Responsibilities

• Manage all guest interactions via calls, WhatsApp, Airbnb messages, and email, ensuring swift and professional replies.
• Respond to inquiries, convert prospects to confirmed reservations, and oversee the entire booking journey.
• Support guests throughout their stay, handling pre-arrival, in-stay, and post-departure communications.
• Coordinate seamless check-ins and check-outs, and collaborate with housekeeping, maintenance, and other teams to maintain property readiness.
• Handle guest issues effectively, delivering solutions and upholding service excellence.
• Track all reservations, cancellations, and changes across different booking platforms, and keep guest records accurately updated.
• Encourage feedback and positive reviews, proactively managing guest perceptions and experiences.
• Consistently strive for top guest satisfaction scores by delivering personalized and timely service.

Required Qualifications & Skills

• Bachelor's degree in hospitality, tourism, business, or a related discipline is preferred.
• 2–4 years of experience in guest relations, hospitality, customer support, or managing vacation rentals.
• Proficient verbal and written communication in both English and Hindi.
• Exceptional organizational skills and ability to juggle multiple conversations at once.
• Strong problem-solving, interpersonal, and computer skills, with adaptability to new software.
• Composure and effective communication during high-pressure guest situations.

Preferred Experience

• Familiarity with Airbnb, Agoda, Booking.com, Expedia or similar platforms.
• Exposure to Channel Managers, Property Management Systems (PMS), and CRM software.
• Sales-oriented approach with proven ability to turn inquiries into confirmed bookings.

What We Value

• Professional, positive attitude, and a strong sense of accountability.
• Hospitality-driven mindset with a passion for crafting memorable guest experiences.
• Ability to thrive in a dynamic, fast-paced setting.

Benefits & Growth

• Competitive salary, in line with experience.
• Incentives based on performance.
• Opportunities for career progression in a fast-growing company.
• Access to training and professional development programs.
• Supportive, team-oriented environment.