Job Openings INT-4E80196 | GUEST RELATIONS EXECUTIVE

About the job INT-4E80196 | GUEST RELATIONS EXECUTIVE

The Guest Relations Executive is responsible for driving exceptional guest and client satisfaction, managing day-to-day site administrative functions, and overseeing facilities operations across assigned sites or cluster. This role serves as the primary frontline ambassador and team lead combining high-touch hospitality, concierge services, and proactive issue resolution with structured reporting, vendor coordination, and team mentorship. 

  • You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
  • Making sound decisions and flexibility to ensure team dynamics and productivity.
  • Competitive salary and benefits
  • HMO + free dependent
  • Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

1. Guest Experience, Hospitality & Concierge Services 

  • First Impressions & Welcome: Greet clients, guests, and VIPs with warmth and professionalism, establishing a welcoming site atmosphere. 

  • Relationship Management & Loyalty: Build strong rapport with members and guests, anticipating needs and maintaining accurate guest records to deliver personalized service. 

  • Concierge & Member Services: Provide concierge support, local recommendations, bookings, and transportation arrangements. Coordinate weekly and monthly member perks/treats. 

  • VIP & Event Execution: Manage VIP arrivals, customized service requests, and site-level event logistics. 

  • Satisfaction & Feedback Analysis: Collect, track, and analyze guest feedback and satisfaction metrics to continually refine service delivery. 

2. Operational Escalations & Cross-Departmental Coordination 

  • Point of Contact (POC): Serve as the main escalation point for guest inquiries, administrative concerns, and site facility issues. 

  • Inter-Departmental Synergy: Collaborate directly with Housekeeping, Engineering, Food & Beverage, Security, and property managers to resolve operational bottlenecks within 36 hours. 

  • Emergency Response: Follow established escalation matrices strictly during emergencies or incident responses. 

3. Reporting & Financial Controls 

  • Accuracy Standards: Deliver all financial, administrative, and operational reports with a minimum 99% accuracy rate. 

  • Regular Submissions: Compile and submit weekly operational reports and monthly consumption, inventory, expense, and budget analysis reports. 

  • Client Charges & MOM: Forward monthly client charges with 99% accuracy. Record and distribute accurate Minutes of the Meeting (MOM) within 2 days following meetings. 

  • Incident Reports: Issue comprehensive incident reports within 24 hours of any event. 

4. Leadership & Mentorship 

  • Directly supervise, mentor, and guide site administrative staff and Customer Success/Guest Experience Associates. 

  • Conduct regular 1-on-1 performance coaching and design structured onboarding schedules for new personnel. 

  • Manage manpower schedules to ensure complete administrative coverage during committed operating hours. 

5. Office, Facilities & Asset Management 

  • Site Inspections: Conduct weekly facilities inspections and execute monthly Petty Cash Fund (PCF) audits per site. 

  • Common Area Excellence: Maintain pristine conditions across lobbies, receptions, pantries, and washrooms (including full implementation of "Better Bathroom Experience" standards). 

  • Supplies & Equipment: Guarantee 100% availability of office, pantry, and washroom supplies, alongside 100% fully functioning site appliances. 

  • Preventive Maintenance: Oversee specialized maintenance schedules (pest control, carpet cleaning, grease trap cleaning, water testing) using approved treatments. Maintain a 100% updated Annual Preventive Maintenance (PM) Calendar. 

  • Landlord Coordination: Represent the team in quarterly coordination meetings with building administration. 

6. Service Desk & Policy Implementation 

  • Adhere strictly (100%) to ticket response formats, ensuring 98% of administrative tickets per week are resolved within SLA. 

  • Enforce, update, and audit departmental standard operating procedures (SOPs), site checklists, and Health & Safety protocols. 

Minimum Qualifications 

  • Experience: Minimum of 6 years of experience in Hospitality, Guest Relations, Customer Experience, or Facilities Management. 

  • Education: Bachelor’s Degree in Business Administration, Hospitality Management, or a related field. 

  • Technical Skills: MS Office applications (Excel, Word, PowerPoint), and CRM or Property Management Systems (PMS). 

Minimum Competencies 

  • Communication & Professionalism: Exceptional verbal and written communication with 99% appropriate business etiquette (zero-error email drafting). 

  • Conflict Resolution: Strong problem-solving skills to manage high-pressure situations, de-escalate guest complaints, and solve site issues quickly. 

  • Process & Audit Capability: Create and execute departmental procedures, site checklists, and internal operational audits. 

  • People Leadership: Proven delegation, coaching, and motivational skills to lead site teams effectively. 

  • Agility & Attention to Detail: Fast learner with strong multitasking and time-management skills; capable of operating with minimal supervision. 


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