Guest Relation Executive

About the role;
As the Customer Relationship Executive at SILA, you will be the first point of contact, representing
our commitment to excellence in Facility Management. Your role is pivotal in ensuring a seamless
and professional experience for all visitors, clients, and employees. This role is crucial in ensuring
smooth day-to-day operations and maintaining a professional and welcoming atmosphere. You will
manage front desk operations, provide vital administrative support, and collaborate with various
departments to maintain an efficient and welcoming environment that reflects SILAs standards of
service and professionalism.
Key Responsibilities:
● Reception Management
o Provide a professional, welcoming presence for residents, clients, and guests,
offering assistance and advice as needed to ensure a positive experience.
o Conduct regular rounds in the lobby during peak hours to ensure smooth operations
and personally greet residents/Guests, maintaining a welcoming environment.
Ensure the reception area is always clean, tidy, and organized, with all necessary
materials readily available.
o Handle incoming calls, emails, and inquiries, directing them to the appropriate
department or individual
o Maintain a hospitality-focused outlook and always present a polished, professional
appearance.
● Client and Guest Support
o Answer incoming calls, redirect them as needed, take messages, and manage
outgoing and incoming mail, ensuring all communications are handled efficiently.
o Utilize helpdesk software to acknowledge and ensure the timely closure of raised
tickets, maintaining high standards of service.
o Maintain accurate records of all interactions and correspondence, including resident
feedback, to ensure follow-up actions are taken.
o Handle complaints and crises effectively, taking ownership of issues and ensuring
they are resolved within the set Turnaround Time (TAT).
o Ensure all complaints are addressed and resolved, with proper communication to
stakeholders.
o Respond promptly to internal and external calls, emails, and inquiries. Collaborate
with relevant departments to resolve issues efficiently, ensuring all communications
are courteous and professional.




● Facility Coordination
o Assist the Property Manager with various tasks to maintain property operations at
optimal levels, including managing events, general maintenance oversight, and guest
handling.
o Work closely with other departments to ensure a seamless customer experience,
including gathering and acting on customer feedback after each service request or
complaint.
● Administrative Support: Assist with administrative duties such as filing, inventory
management, and maintaining various reports (MMR, DMR), complaint trackers, and
dashboards.
● Data Analysis & Reporting: Analyse data to prepare daily call log summaries and monthly
MIS reports, providing insights for management.
● Emergency Response: Respond swiftly to emergency situations, coordinating with the
appropriate authorities as required.
● Lost & Found Management: Be familiar with and manage lost and found procedures to
ensure items are handled appropriately.
● Shift Handover: Update the handover/takeover register at the end of each shift to ensure
continuity of tasks and communication across the team.
Required Qualifications and Skills:
● High school diploma or equivalent. A bachelors degree in Hospitality, Business
Administration, or a related field is a plus.
● 2-3 years of experience in a front office or customer service role, preferably in a facility
management or similar industry.
● Excellent communication and interpersonal skills.
● Basic understanding of the Microsoft Office Suite (Word, Excel, PowerPoint).
● Willingness to work in a fast-paced environment with multitasking ability
● Customer-oriented mindset with a passion for providing exceptional service
● Willingness to work in flexible shifts, weekends and holidays is an added advantage.