Job Summary

We are looking for a Hospitality & Customer Experience Executive to be the central point of contact for our villa guests and on-site teams. This role is all about creating seamless guest experiences — from first enquiry to check-out — while ensuring smooth coordination between housekeeping, maintenance, reservations, and management.You will be responsible for guest communication, handling bookings, managing day-to-day villa operations, and ensuring that every guest feels genuinely cared for, not just serviced.

Key Responsibilities. Guest Experience & Communication Be the primary contact for guests before, during, and after their stay Respond promptly and professionally to enquiries via WhatsApp, email, Booking.com, Airbnb, and other platforms Coordinate check-ins, check-outs, special requests, and guest experiences Handle guest feedback, issues, and complaints calmly and effectively, ensuring resolution and follow-up

Reservations & Coordination Manage villa bookings across platforms and internal systems Coordinate availability, pricing updates, and minimum stay rules with management Liaise with finance/admin teams for payments, invoices, and confirmations

Operations & Team Coordination Coordinate daily operations with housekeeping, maintenance, gardeners, and security Ensure villas are guest-ready to brand standards before arrivals Flag maintenance issues and follow through until resolution Support inventory control for linens, amenities, and guest supplies

Quality & Brand Standards Ensure consistent hospitality standards across all villas Maintain presentation, cleanliness, and ambience expectations Act as a brand ambassador for the villas, reflecting warmth, professionalism, and attention to detai

Reporting & Support Maintain guest records, feedback logs, and operational checklists Provide regular updates to management on occupancy, issues, and improvements Assist with special events, long stays, or VIP guests when requiredRequirements & Skills

Experience in hospitality, villas, boutique hotels, or customer service preferred Strong communication skills in English (spoken & written); Sinhala/Tamil is an advantage Calm, solutions-oriented mindset with excellent people skills Highly organised, detail-oriented, and reliable Comfortable using WhatsApp, email, booking platforms, and basic spreadsheets Ability to multitask and handle guest-facing pressure with graceWhat We’re Looking For

Someone who genuinely enjoys hosting and caring for people A problem-solver who takes ownership, not excuses A warm, professional personality with high emotional intelligence Someone who understands that luxury is in the details and consistencyWhat We Offer

Opportunity to work with a growing, design-led hospitality brand Hands-on exposure to villa operations and guest experience management A dynamic, people-focused work environment Growth potential within a wider hospitality and lifestyle groupIf you want