Customer Experience Executive

Job Description: Customer Experience Executive

StayAtAloha: Your Home Away From Home in Goa

The Role: Customer Experience Executive (Goa-Based)

Are you a hospitality superstar who thrives on making people happy? Do you have an eagle eye for detail and the knack for solving problems before they even arise? As our Customer Experience Executive, you will be the most crucial link between StayAtAloha and our valued guests. You are not just managing properties; you are curating unforgettable holiday experiences.

This is a dynamic, hands-on role perfect for someone who is proactive, highly organized, and deeply committed to maintaining the highest standards of quality and service.

Key Responsibilities: The Pillars of Service

Your primary goal is to ensure every guest's journey, from arrival to departure, is nothing short of exceptional. This involves a balanced focus on guest relations and property management.

1. Guest Delight & Relations

• Warm Welcome & Smooth Transitions: Conduct personal and efficient guest check-ins, serving as the friendly, first point of contact for a genuinely warm Goan welcome.
• Seamless Departures: Facilitate and manage the guest check-out process, ensuring a positive final impression.
• Proactive Communication: Maintain continuous and effective communication with every guest throughout their stay, addressing pre-arrival inquiries and mid-stay needs.
• Grievance Resolution: Expertly and empathetically handle all customer grievances, transforming challenges into opportunities to exceed expectations and secure glowing reviews.

2. Property Excellence & Maintenance

• Quality Control Audits: Conduct regular, thorough audits of properties (apartments and villas) to proactively identify maintenance requirements, cleanliness issues, and potential areas for improvement.
• Vendor Management: Efficiently contact, coordinate, and supervise vendors (electricians, plumbers, cleaners, handymen, etc.) to get necessary maintenance done promptly and to a high standard.
• Upholding Standards: Take ownership of keeping properties maintained and in top-notch condition, ensuring they consistently meet StayAtAloha's luxury and comfort benchmarks.
• Inventory & Supplies: Monitor and manage inventory of guest supplies and property essentials.

Required Qualifications & Experience

To excel in this role, candidates must demonstrate a blend of academic preparation, relevant experience, and essential soft skills.

Education & Experience

• Education: A Bachelor's Degree/Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field is preferred.
• Experience: 1-3 years of proven experience in a customer-facing role within the hospitality, hotel, or short-term rental/villa management industry is essential. Experience handling property audits and vendor coordination is a significant advantage.
• Local Knowledge: Strong familiarity with the Goa region, including local travel routes, service providers, and knowledge of local languages (Konkani/Marathi/Hindi) is a major plus.

Core Skills

• Mobility Requirement: Must own a personal two-wheeler or vehicle for daily travel between properties. The company will provide reimbursement for fuel expenses incurred for official duties.
• Communication: Exceptional verbal and written English communication skills are mandatory for professional guest interaction and correspondence.
• Tech Proficiency: Proficiency in using Microsoft Office/Google Workspace (Sheets/Docs) and experience with a Property Management System (PMS) or CRM software is beneficial.
• Problem-Solving: Proven ability to handle high-pressure situations, manage customer complaints with empathy, and find rapid, effective solutions.
• Logistics: Demonstrated organizational skills with the ability to manage multiple property audits, maintenance schedules, and vendor timelines simultaneously.

Salary & Benefits

We offer a competitive compensation package that reflects the responsibility and crucial nature of this role within our high-quality operation.

• Annual CTC (Cost to Company) Range: 3,00,000 to 5,00,000 P.A. (INR)

• Benefits:

• Performance-based Incentives/Bonus structure tied to guest review scores (e.g., 5-star ratings) and property maintenance scores.

Why Join StayAtAloha?

Be a part of a growing, enthusiastic team that values quality, hospitality, and passion. You will have a high degree of autonomy and the chance to directly influence the success and reputation of the company. If you are ready to trade the office cubicle for the vibrancy of Goa and the satisfaction of creating perfect holidays, we want to hear from you