Guest Relations Executive

Company Description Lake n River Resort by BAGO Retreats is a resort located on Munroe Island in Kollam, Kerala, uniquely surrounded by the Kallada River and Ashtamudi Lake. The property offers a tranquil setting that attracts guests seeking relaxation, nature experiences, and authentic local hospitality. It is also a popular venue for destination weddings, events, and special celebrations in a scenic waterfront environment. Team members at BAGO Retreats work closely with guests to create memorable stays and personalized experiences.

Role Description This is a full-time, on-site Guest Relations Executive role based in Kollam. The Guest Relations Executive will welcome guests on arrival, manage check-in and check-out processes, and ensure that all guest requests are handled promptly and courteously. Responsibilities include responding to inquiries in person, by phone, and online; coordinating with housekeeping, food and beverage, and events teams; and maintaining accurate records of reservations and guest preferences. The role also involves assisting with destination wedding and event guests, handling feedback and complaints with professionalism, and promoting resort services and activities to enhance guest satisfaction. The Guest Relations Executive will maintain a polished reception area, follow resort policies and safety procedures, and support the overall guest experience from pre-arrival to post-stay.

Qualifications

• Strong guest-facing skills, including Guest Relations and Customer Service capabilities to ensure a welcoming and supportive experience for all visitors.
• Excellent Communication skills, both verbal and written, with the ability to interact confidently and respectfully with guests, colleagues, and external partners.
• Experience with Sales and upselling techniques to promote resort services, events, and destination wedding packages.
• Proficiency in Receptionist Duties, including handling check-ins/check-outs, reservations, phone calls, and basic administrative tasks.
• Prior experience in hospitality, resorts, or hotels preferred; familiarity with property management systems is an advantage.
• Ability to work flexible hours, including weekends and holidays, based on guest and event needs.
• Professional appearance, positive attitude, problem-solving mindset, and the ability to remain calm under pressure.
• Fluency in English; knowledge of Malayalam or other regional languages is an added advantage.