Guest Experience Manager

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 & REQUIREMENTS1-2 years of experience in hospitality/front-office/guest relations roles preferred.
• Be willing to work in a start-up and help shape efficient processes for the best guest experience.
• 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).
• Candidates located in Ernakulam are preferred.