Guest Relations Officer

Guest Relations Officer | Zolo

Create daily warmth. Respond with discipline. Build trust over time.

Company Name: ZoloStays

Business Unit: Coliving

Designation: Guest Relations Officer

Location: Pune / Coimbatore

Salary offered: CTC: ₹4,38,000 LPA

• ₹24,000 In-hand per month
• Performance based annual incentive up to 1LPA
• Retention Bonus of ₹50,000 (On completion of 2years)

Benefits:

• Accommodation provided at a discounted price of 3000/m in the Zolo property
• Medical and Accidental insurance

Employment Type: Full-time

Experience Required: Freshers / 0–2 years

Why this role exists

Zolo operates in long-term living environments. Unlike hotels, residents do not stay for a night. They stay for months. Experience is not defined by a single interaction. It is shaped by daily consistency. As properties scale, maintaining warmth, responsiveness, and community discipline becomes critical.

This role exists to ensure that every resident feels heard, valued, and supported throughout their stay.

Your mandate is clear:

• Maintain a minimum 4.5+ Google rating across the property
• Ensure resident complaints are acknowledged immediately and resolved within committed timelines
• Build strong resident relationships that improve retention and occupancy stability
• Reduce repeat complaints through disciplined follow-through and system coordination

This is not a helpdesk role. It is a relationship-building and experience-protection role.

About Zolo – Coliving

Finding dependable accommodation has historically been fragmented and inconsistent. People settled for compromises because the system offered few trustworthy options. Zolo reimagined living and hospitality as a connected journey.

• Zolo Coliving simplifies urban living.
• Z Vacations enable meaningful travel experiences.
• Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life. Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

Deliver Service With Smile

• Greet residents warmly every day — not just during move-in
• Maintain positive body language and a friendly tone consistently
• Remain calm and respectful during escalations
• Be approachable and visible across the property
• Build informal rapport without crossing professional boundaries

Deliver Service With Speed

• Acknowledge resident complaints immediately
• Track service requests systematically
• Coordinate quickly with housekeeping, maintenance, and security
• Follow up until closure — confirm satisfaction before closing
• Communicate timelines transparently

Create Service for Wow

• Welcome new residents warmly during onboarding
• Encourage participation in community activities
• Create small surprise moments during festivals or milestones
• Convert complaints into recovery opportunities
• Support event execution with attention to experience

Build Resident Personalisation & Relationships

• Understand recurring concerns of long-term residents
• Remember repeat issues and prevent recurrence
• Adapt tone and communication style to resident personalities
• Record key details and preferences in systems
• Balance friendliness with professionalism

Who this role is for

You will likely thrive here if:

• You genuinely enjoy interacting with people daily
• You are calm under pressure
• You remember small details about people
• You believe relationships matter more than transactions
• You take pride in solving problems completely
• You are disciplined in follow-ups

Experience we value

• 0–2 years of experience in customer-facing roles
• Strong communication and conflict-handling ability
• Comfort coordinating with multiple teams
• Discipline in documentation and follow-ups

Years matter less than attitude and reliability.

The impact you will have

• You will shape how residents feel about their everyday living environment.
• You will influence retention, occupancy stability, and reputation.
• And you will help ensure Zolo properties feel like communities — not transactions.

Why join now

Zolo is scaling across markets. As we grow, building strong resident relationships becomes even more important. The culture of responsiveness and community you help create today will define long-term trust tomorrow.

If you care about building relationships that last — this is the right moment.