Location: Mumbai, India
Department: Guest Relations
Employment Type: Full Time
Industry: Hospitality
Job Summary
The Guest Relations Executive serves as the first point of contact, ensuring every guest receives a warm welcome and exceptional service throughout their stay. Reporting to the Guest Relations Manager, this role oversees front desk operations, handles guest inquiries, manages arrivals and departures, and supports smooth daily workflow. With a strong focus on hospitality, efficiency, and guest satisfaction, the position helps uphold Roswyn’s signature service standards.
Summary of Responsibilities
Reporting directly to the Guest Relations Manager, the Guest Relations Executive / Front Desk Supervisor plays a pivotal role in shaping the first and last impressions of the hotel. The position requires a natural host — someone warm, intuitive, polished, and passionate about delivering high-touch service. This role also involves overseeing front desk operations to ensure seamless efficiency and consistency in guest experience.
Your responsibilities include, but are not limited to:
Guest Experience & Front Desk Operations
- Extend a warm, personalized welcome to every guest upon arrival, ensuring all check-in procedures are completed accurately and efficiently.
- Register guests, issue room keys, and provide an orientation to hotel features using Roswyn’s standard operating procedures.
- Support guests throughout their stay by addressing any requests, offering meaningful recommendations, and anticipating needs before they arise.
- Handle all guest mail, messages, courier needs, and incoming phone calls with professionalism and urgency.
- Manage guest feedback constructively, resolving concerns promptly and ensuring issues are escalated when necessary.
- Upsell room categories whenever appropriate to maximize revenue while maintaining a natural, guest-first approach.
- Maintain complete confidentiality of all guest information and ensure privacy standards are upheld without exception.
Leadership & Daily Operations
- Supervise the daily functioning of the Front Desk, ensuring smooth, efficient, and guest-focused operations at all times.
- Participate in daily briefings and departmental meetings to remain aligned with hotel priorities and guest movements.
- Ensure the Front Desk and adjoining areas maintain the highest standards of cleanliness, organization, and visual appeal.
- Support operational areas within Front Office such as Groups, Butlers, Reception, and Lobby Greeters to maintain synergy and service consistency.
- Assist with special projects assigned by the Front Office Manager, Assistant Front Office Manager, or Duty Manager.
Safety, Security & Compliance
- Enforce adherence to hotel policies, brand standards, and departmental procedures across the team.
- Ensure all front office staff follow safety, security, and loss-prevention protocols for guest and staff well-being.
- Stay fully informed on the hotel’s fire safety and emergency procedures, acting swiftly and responsibly when needed.
- Maintain vigilance over in-house credit limits, billing accuracy, and transaction integrity; act promptly on any discrepancies.
What Is In It for You
- Career Growth: Be part of a global lifestyle hospitality group with unmatched opportunities for development, movement, and progression across brands and regions.
- Wellbeing & Compensation: Enjoy competitive salary packages, strong healthcare benefits, and additional perks extended throughout the Ennismore family.
- Learning & Development: Access continuous training, workshops, and skill-building opportunities designed to help you learn, lead, and excel in your craft.
- Creative Culture: Work in a vibrant, inclusive environment that values your individuality, encourages collaboration, and allows you to express yourself authentically.
Join us at Roswyn and be part of a team that redefines modern hospitality — where your talent, creativity, and passion help shape unforgettable guest experiences.
To Apply, Click Here
About Company:
Roswyn – A Morgans Originals Hotel delivers original hotels with original stories. We stand for vibrancy, intrigue, and iconic detail — celebrating the feeling of an infinite Friday night, where anything can happen. Sophisticated yet playful, we connect guests to the city, its culture, and the moment through thoughtful design and immersive lifestyle programming.
