Job Description

The Hotel/Property Host is responsible for delivering an outstanding guest experience by managing self-check-in, ensuring seamless communication, overseeing operations, and driving direct bookings. The role also involves promoting the OYO app to enhance guest engagement and overall property performance.

1. Self-Check-in Management

Ensure a smooth and hassle-free self-check-in process for guests. Maintain and update digital check-in instructions. Provide prompt assistance to guests facing check-in issues. Regularly inspect check-in points (smart locks, keypads, etc.) to ensure functionality.

2. Guest Experience & Reviews

Monitor and improve guest ratings and online reviews across platforms. Maintain high review ratings of at-least above 8 on major booking platforms such as Booking.com and Expedia Deliver a welcoming and hospitable environment for guests. Proactively address guest concerns to enhance satisfaction. Encourage guests to leave positive reviews and address any negative feedback professionally.

3. Guest Communication

Use GMP (Guest Messaging Platform) to communicate with guests. Respond promptly to guest inquiries via phone, email, or messaging platforms. Provide clear and helpful information about the property and local attractions. Keep track of inventory (toiletries, linens, amenities) and replenish as needed. Handle special requests and personalize guest experiences when possible.

4. Operational Management

Ensure close to 100% availability of rooms on a daily basis through managing maintenance issues and supervision of housekeeping. Provide continuous housekeeping feedback to the team and leadership. Coordinate with housekeeping and maintenance teams to ensure a clean and well-maintained property. Handle police visits if required. Support with customer service in other areas like housekeeping, F&B during peak times or as and when required. Track cost per used room night for utilities, repairs, etc., and provide inputs to management to bring down the costs. Report and resolve operational issues promptly. Ensure compliance with safety and hygiene standards.

5. Direct Demand Generation

Implement initiatives at hotel to attract direct bookings and reduce reliance on third-party platforms. Engage with local businesses/corporates and tourism partners for collaborations. Leverage social media and marketing efforts to promote the property within guidelines laid down by the company

6. OYO App Promotion

Encourage guests to download and use the OYO app for bookings and services. Educate guests about app features and benefits. Place QR code scanners in rooms and at reception for easy app access. Track and report OYO app usage and promotion effectiveness.
Job Type: Full-time