Guest Experience Role

Guest Relations Executive

Shape client confidence before, during, and after travel through polished communication.

About this role

This role manages guest communication, pre-arrival readiness, in-journey check-ins, feedback follow-up, and service recovery across the travel lifecycle.

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Role Overview

What this job involves

The Guest Relations Executive is a key steward of the client relationship across the journey lifecycle. You will help guests feel informed, reassured, and well cared for from confirmation through post-travel follow-up.

This role requires elegance in communication as well as operational awareness. Strong candidates know how to write and speak with warmth, manage expectations, and respond to issues without ever sounding flustered or formulaic.

Key Skills for This Role

The skills and behaviors that matter most.

  • Client communication
  • Guest empathy
  • Service recovery
  • Written polish
  • Cross-functional coordination
  • Preference tracking

Role Snapshot

Key details at a glance

Job title
Guest Relations Executive
Department
Guest Experience
Employment type
Full-time
Location
Colombo, Sri Lanka
Work model
Hybrid
Experience level
Mid-level
Reporting to
Guest Experience Lead
Salary note
Competitive package aligned with experience in premium guest service and client communication.
Date posted

Responsibilities

Key responsibilities and day-to-day focus

  • Manage guest communication before arrival, including itinerary clarity, pre-travel notes, welcome information, and expectation setting.
  • Support in-journey communication touchpoints such as arrival confirmations, discreet check-ins, and service follow-up where appropriate.
  • Handle guest concerns or service lapses with empathy, speed, and excellent internal coordination.
  • Document guest preferences, feedback themes, and relationship notes for future travel planning and service improvement.
  • Work with concierge, travel design, and operations teams to ensure every guest receives consistent information and polished updates.
  • Lead post-travel follow-up that captures insight without making the experience feel transactional.

Required Qualifications

What we need to see

  • At least 3 years of experience in guest relations, premium client service, luxury hospitality, or travel support.
  • Exceptional spoken and written English with confident client-facing tone.
  • Ability to manage multiple live conversations while maintaining accuracy and calm.
  • Strong emotional intelligence and professional judgment in service recovery situations.
  • Comfort working across CRM notes, guest records, and internal coordination tools.

Preferred Qualifications

What would strengthen an application

  • Experience in luxury hotels, villa operations, travel concierge, or high-touch customer success environments.
  • Understanding of high-value guest expectations and complaint handling in premium settings.
  • Additional languages or culturally fluent guest-service experience.

Who This Role Is Ideal For

Who tends to flourish in this position

This role is ideal for someone who communicates with unusual grace, notices emotional nuance quickly, and understands that trust is built through consistency more than grand gestures.

Success in 90 Days

What strong early performance looks like

  • Gain confidence in Elyndara's guest tone, response standards, and communication expectations across the full travel lifecycle.
  • Take ownership of routine pre-travel and in-journey communications with minimal supervision.
  • Handle guest concerns with mature escalation judgment and clear internal coordination.
  • Contribute insight on recurring guest questions, expectation gaps, and relationship-building opportunities.

Why Join Elyndara

Why this role is worth pursuing

  • You will have direct influence on how guests perceive the calm, confidence, and care behind the Elyndara brand.
  • The role strengthens premium relationship management skills that translate across luxury travel and hospitality.
  • You will work closely with cross-functional teams, giving you a broad view of how excellent journeys are shaped and delivered.

Role FAQ

Direct answers to common candidate questions

These answers are designed to help candidates and search assistants understand the role quickly.

Application

If this role sounds like your kind of work, we would be pleased to hear from you.

Send a polished application that highlights relevant experience, service mindset, and why this particular Elyndara role fits your strengths.

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