Guest Relations Executive

Department: Rooms & Guest Experience Reports To: Front Office Manager Location: Rangmanch Farms, Gurugram, Haryana Employment Type: Full-time, On-site

The Guest Relations Executive is the human face and personal concierge of the Rangmanch experience — the person guests call when they want to add a bonfire, surprise a partner, or simply understand what to do with 80 listed activities and a half-day free. This role owns VIP guests, Corporate Groups and in-stay guest engagement from arrival welcome through to the farewell, ensuring guests are not merely satisfied but genuinely moved by the thoughtfulness of their time at the farm. At a property where word-of-mouth and repeat visits drive a meaningful portion of revenue, the GRE is a direct commercial asset, not a support function.

• Conduct warm, personalised arrivals for every checked-in guest: property orientation, activity briefing, and a genuine conversation to understand what they most want from their stay — before the luggage is unpacked.
• Conduct warm, personalised arrivals for every key corporate or social group and do briefing and introduce to relevant teams
• Maintain the daily in-stay guest interaction log: minimum one meaningful touchpoint per guest per day (morning check-in at breakfast, afternoon activity recommendation, or evening feedback conversation), documented in the PMS guest history.
• Manage the in-room amenity and surprise execution for special occasions: anniversaries, birthdays, corporate off-site rewards — co-ordinate with Housekeeping for room setups and with F&B for cake/dessert delivery within promised timelines.
• Field all in-stay guest requests and complaints as first responder; resolve within 30 minutes for operational issues (extra linen, activity rescheduling, dietary swaps) and escalate to FOM within the hour for anything requiring compensation or management decision.
• Conduct check-out surveys and farewell conversations; translate oral feedback into structured entries in the guest feedback tracker same day.
• Support the FOM in responding to post-stay OTA reviews; draft management responses for FOM approval within 48 hours of review posting.
• Identify and flag repeat guests, high-value guests, corporate groups, and influencer/media guests to the FOM and GM at least 48 hours in advance for special attention planning.
• Assist in pre-arrival personalisation calls for forthcoming bookings — a short, warm call 2–3 days before arrival to confirm preferences and generate pre-arrival upsells.

• Education: Diploma or Bachelor's degree in Hotel Management, Tourism, or Hospitality (AICTE-recognised); candidates with strong internship records at boutique resorts considered
• Experience: 2–4 years in a guest-facing hospitality role — guest relations, front office, or F&B service — with demonstrated responsibility for guest satisfaction scores
• Skills: Empathetic, confident communicator in Hindi and English (both written and spoken); proficiency in Excel for daily activity tracking; sound knowledge of the NCR leisure traveller profile and what they typically seek in a farm-stay context
  

• Experience at a resort or retreat property where activity scheduling and in-stay engagement were core job functions, not add-ons
• Instagram-literate — many Rangmanch guests are content creators and an eye for shareable moments (without being intrusive) is a genuine asset
• Prior experience handling VVIP, HNI, or celebrity guests with the discretion and composure that entails

₹3.0–4.5 lakhs per annum, based on experience.

In a large hotel, guest relations is often reactive — a complaints desk dressed up. At Rangmanch Farms, this role is proactively designing micro-moments: a bonfire at sunset because you noticed the couple mentioned it was their first trip post-wedding, an extra-cold buttermilk on the path because you saw a family coming back from intense outdoor activities at noon. The property is such that your personal touch is the product. You will also develop a multi-skilled hospitality profile — blending front-of-house, concierge, events, and wellness orientation — that makes you a genuinely more rounded professional than a single-department city hotel role ever could.