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Team Leader – Guest Relations
Unreal Estate Habitat Pvt Ltd | Guest Relations | Reports to: Head of Guest Relations
CTC: ₹4.8 – ₹7.2 LPA | Full-time
The Role in One Line
You own the guest experience across our properties end-to-end — every call, every escalation, every online review — and you own the team that delivers it.
What Success Looks Like
- Guest ratings stay at 4.5+ across OTA platforms, consistently
- Every escalation — whether it lands as a call, a message, or a public review — gets resolved fast, calmly, and closed the loop on
- Our online reputation (OTA reviews, Google, social) stays clean and actively managed, not just monitored
- Your team runs on time, on standard, without you having to micromanage every shift
- You catch service gaps before they show up in a call or a review — not after
What You'll Actually Do
Own the guest journey. Pre-stay to post-stay, you're accountable for every touchpoint. Check-ins run smoothly. Issues get fixed fast. Nothing falls through the cracks between booking and checkout.
Run the team. Build the roster, train the team, hold the line on service standards. You know within a shift if someone's response times are slipping — and you know why.
Handle what others can't. When a guest calls in furious at 11 PM, you're the one who picks up, calms it down, and fixes the actual problem — not just the person on the other end of the line, but the process that let it happen. You own guest relationship management end-to-end: calls, messages, in-person, all of it.
Manage our online reputation. ORM isn't a once-a-week glance at ratings — it's actively tracking every OTA and Google review, replying with intent, and turning a bad review into a resolved one wherever possible before it drags the property's score down.
Read the data, act on it. Call logs, OTA reviews, response times, escalation counts — you track them weekly, spot the pattern before it becomes a trend, and fix the process, not just the symptom.
Coordinate across teams. Housekeeping, maintenance, ops — you're the connective tissue that makes sure a guest's problem gets solved by the right person, fast.
You're a Strong Fit If You Have
- 3–6 years in hospitality, serviced apartments, or hotels
- At least 1 year leading or supervising a team — you've built a roster, given feedback, handled a tough conversation
- Real experience with OTA platforms (Airbnb, Booking.com) — not just using them, but managing ratings, reviews, and ORM on them
- Hands-on experience handling guest calls and escalations directly — you've been the one on the phone when things go wrong
- A track record of staying calm under an angry guest and turning it around, on a call or otherwise
- Comfort with shift-based operations — this isn't a 9-to-6 desk job
- Basic Excel skills — you can build and read a simple report without help
You'll Stand Out If You Have
- Experience managing multiple properties, not just one site
- A bias for ownership over instruction — you fix things without waiting to be told
- Startup instincts — you're fine with ambiguity and moving fast
- People genuinely like working for you, and you can point to why
What You Get
- A real leadership seat — not a title, an actual team and P&L-adjacent ownership of guest experience
- Exposure to multi-property operations as we scale
- A fast-growing hospitality brand where the next 12 months will look nothing like the last 12
- Clear, visible growth path — we promote from within
Click on Apply to know more.