Hospitality Operations & Guest Experience Executive

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About Us

We manage multiple homestays, primarily listed on Airbnb. Our focus is not just hosting guests, but delivering a consistently excellent, warm, and hassle-free experience that results in 5-star ratings every single month.

Guest satisfaction and reputation are our top priorities, and this role plays a central role in ensuring both.

Role Overview

This is a full-time, hands-on operations role combining guest communication, on-ground coordination, caretaker management, and daily oversight of homestay operations.

The primary objective of this role is:

To ensure every guest has a smooth experience from booking to checkout and is happy enough to leave a 5-star rating.

Key Responsibilities

1. Guest Communication (Before & After Booking)

Respond promptly to guest queries on Airbnb before and after booking.

Answer questions related to the property, amenities, check-in process, location, and stay expectations.

Maintain a polite, reassuring, and professional tone at all times.

2. Booking Confirmation & WhatsApp Coordination

As soon as a booking is received:

Reply to the guest on Airbnb with a thank-you message.

Inform them that further details will be shared on WhatsApp.

Retrieve and save guest contact details from Airbnb.

Initiate WhatsApp communication on behalf of the host.

Share information gradually (check-in details, directions, house rules, local guidance), not all at once.

Handle all guest communication before, during, and after the stay via WhatsApp.

3. Guest Arrival & Check-in Coordination (Critical Responsibility)

Coordinate closely with guests when they are on the way to the property.

If required:

Speak directly with the auto or cab driver to guide them to the exact location.

Share live directions and landmarks.

Stay in touch with the guest until they reach the property successfully.

Inform and update the caretaker about expected arrival times to ensure smooth check-in.

4. Caretaker Coordination & Daily Operations

Maintain a daily check-in and check-out schedule.

Inform the caretaker about:

Number of guests arriving

Unit allocation

Any special guest requirements

Call the caretaker to confirm unit readiness before guest arrival.

Act as a coordination bridge between guest and caretaker.

5. On-Site Visits & Property Oversight

Visit the homestay properties at least once daily (where feasible):

Greet guests if available

Check general cleanliness, maintenance, and functioning of utilities

Discuss any maintenance, repair, or stock requirements with the caretaker.

Ensure issues are reported and resolved in a timely manner.

6. Records, Inventory & Reporting

Maintain proper records of:

Bookings

Guest details

Check-ins / check-outs

Stocks and supplies

Track feedback, complaints, and resolutions for internal reference.

7. Emergency Handling & Guest Support

Be available as a backup point of contact in case of emergencies such as:

Power outages

Water issues

Sudden guest concerns

Communicate calmly with guests, reassure them, and coordinate resolution with the caretaker or service providers.

8. Guest Recommendations & Ethical Conduct

Assist guests with recommendations (autos, cabs, boat rides, shopping, local experiences).

No commissions or recommendations should be made without prior approval from the host.

The priority is always the guest’s best experience, not personal gain.

9. Core Objective – 5-Star Ratings

Every action, communication, and decision should be guided by one goal:

Ensuring that any guest who leaves a review leaves a 5-star rating.

Proactively manage expectations and resolve issues before they affect guest satisfaction.

Ideal Candidate Profile

Prior experience in hospitality, hotels, guest houses, travel, or homestays

Excellent English and Hindi communication skills

Comfortable with Airbnb inbox, WhatsApp, phone calls, and record-keeping

Calm, polite, organised, and solution-oriented

Willing to take ownership and responsibility

Understands the value of reputation and guest trust

Job Type: Full-time

Pay: ₹11,454.22 - ₹22,090.47 per month

Benefits:

• Flexible schedule
• Work from home

Application Question(s):

• A guest messages on Airbnb at 10 pm:

“Our train is late, we will reach around 1 am. Is that okay?”
How would you reply?

A guest is in an auto and says:
“Driver is confused, he says location is wrong.”
What will you do step-by-step?

Education:

• Higher Secondary(12th Pass) (Required)

Language:

• English (Preferred)

Location:

• Varanasi, Uttar Pradesh (Preferred)

Work Location: Remote