Guest Relations Officer

Job Description – Guest Relation Officer

Company Name:
ZoloStays

Business Unit:
Co-Living

Designation:
Guest Relation Officer

Location:
Pune

CTC Offered
: 2.5 LPA Fixed + 1 LPA Variable ( Performance Based - Monthly )

Benefits:
Accommodation + Insurance

About Zolo

Zolo is India's largest co-living and managed accommodation platform, operating across multiple business verticals including Co-Living, Z Hotels, Loop Hostels, Student Housing, Real Estate, and Vacations. With a presence across major cities, Zolo is known for delivering safe, comfortable, and community-driven living experiences to thousands of residents every day.

Built on the belief that
potential matters more than pedigree
, Zolo encourages ownership, innovation, rapid learning, and a growth mindset. With $100M+ funding from Nexus Venture Partners, IDFC Alternatives, and Mirae Asset, Zolo continues to expand at scale.

Role Overview

We are looking for a
Guest Relation Officer
who can ensure seamless operations across our properties while delivering exceptional guest experiences. This role is ideal for candidates who are customer-obsessed, proactive, empathetic, and passionate about hospitality and community living.

As the face of the property, you will manage guest interactions, operational execution, escalations, and team coordination—ensuring a smooth and delightful resident experience.

Key Responsibilities

Property Operations Management

• Oversee day-to-day operations of the assigned property.
• Ensure compliance with operational standards and company processes.
• Implement strategies to improve efficiency, resident satisfaction, and property performance.

Customer Handling

• Interact with guests/residents to understand and resolve their needs promptly.
• Set the tone for a supportive, welcoming, and smooth living experience.
• Explain facilities, rules, and services clearly and politely.

Guest Escalation Management

• Address guest escalations with empathy and professionalism.
• Investigate concerns thoroughly and provide effective resolutions.
• Communicate clearly to manage expectations and build trust.

Team Management

• Lead and support on-ground staff (front office, housekeeping, operations).
• Provide guidance, training, and day-to-day supervision.
• Monitor team performance and share feedback for improvement.

Cross-Department Coordination

• Work with housekeeping teams to maintain hygiene and cleanliness standards.
• Coordinate with front office for smooth check-ins/outs.
• Liaise with maintenance for quick rectification of property issues.

Monitoring & Reporting

• Conduct regular property inspections to maintain standards.
• Maintain logs and prepare daily/weekly reports on operations, guest feedback, and service quality.
• Identify improvement areas and recommend actionable steps.

What You Will Learn at Zolo

• Growth Mindset:
  Learn how to operate in a fast-scaling, high-performance environment.
• Entrepreneurial Thinking:
  Think and act like an owner while solving daily challenges.
• Leadership Skills:
  Gain exposure to team handling, conflict resolution, and decision-making.
• Co-Living Industry Knowledge:
  Build expertise in a rapidly growing sector.
• Cross-Functional Exposure:
  Work closely with operations, sales, CX, maintenance, and events.
• Process & Service Excellence:
  Learn standard operating procedures and develop strong problem-solving abilities.
• Agility & Adaptability:
  Thrive in a fast-paced, dynamic, and people-centric workplace.

Skills Required

• Strong communication and guest-handling skills
• Basic operational understanding
• Problem-solving and decision-making ability
• Calm, empathetic approach during escalations
• Ability to lead and collaborate with on-ground teams
• Basic computer skills (Excel, Word, internal tools)

Persona Traits

• Customer-first mindset
• High ownership and accountability
• Empathy and patience
• Positive attitude and service orientation
• Flexibility to handle dynamic situations
• Eagerness to learn and grow.

Why Join Zolo?

• Fast-growing and employee-friendly workplace.
• Young, energetic, and collaborative work culture.
• Rapid career progression opportunities.
• Exposure to end-to-end property and guest management.
• A chance to be part of one of India's most innovative real-estate-tech companies.