Guest Relation Officer

Guest Relationship Officer (GRO) Coliving

Zolo | Coliving

Own the property. Deliver experience. Drive occupancy.

Offered Salary - 4,03,200 CTC

Inhand - 21,000

Variable - 1,00,000

Retention Bonus - 50,000

Why this role exists

Zolos coliving experience is built on consistency, trust, and on-ground execution. While supply, pricing, and demand engines bring customers to the funnel, the actual experience and conversion happens at the property level.

Every property needs a single accountable owner who ensures:

• Customers have a smooth, reliable experience
• Rooms are always ready
• Issues are resolved quickly
• Leads convert into bookings

This role exists to ensure that each property operates with discipline, responsiveness and ownership delivering both high occupancy and high customer satisfaction.

If the GRO is strong, the property runs smoothly and stays full.

If the GRO is weak, occupancy drops, complaints increase, and experience breaks.

Your mandate is clear:

• Own the property end-to-end — experience, readiness, and occupancy
• Handle all customer interactions (calls, visits, WhatsApp) with clarity and speed
• Ensure every customer onboarding is smooth and frictionless
• Maintain high NPS through proactive issue resolution
• Coordinate with housekeeping and maintenance for zero gaps
• Drive occupancy through disciplined follow-ups and conversions

This is not a support role.

It is full ownership of the property experience and outcomes.

About Zolo

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

1. Own Customer Experience End-to-End

• Handle all prospect and resident communication (calls + WhatsApp)
• Ensure clear, polite, and confident interaction at all times
• Support customers from first interaction to move-in
• Act as single point of contact for all resident needs
• Ensure high satisfaction and positive experience

2. Drive Property Visits & Conversions

• Call and manage all scheduled visits
• Conduct property walkthroughs confidently
• Explain property, pricing, and benefits clearly
• Follow up with prospects to drive bookings
• Minimize drop-offs and maximize conversions

3. Ensure Smooth Onboarding & Move-in

• Ensure rooms are ready before customer arrival
• Welcome and onboard customers properly
• Provide clarity on stay, rules, and facilities
• Ensure zero friction during move-in

4. Maintain Property Readiness & Hygiene

• Manage housekeeping staff on property
• Ensure rooms and common areas are clean and presentable
• Prepare rooms for both coliving and Z Express customers
• Maintain consistent property standards

5. Handle Issues & Drive Resolution

• Identify and escalate maintenance issues
• Coordinate with MEP / support teams
• Track all issues till closure
• Ensure fast turnaround on complaints

6. Own Occupancy & Daily Execution

• Drive occupancy through follow-ups and conversions
• Ensure no missed calls, visits, or leads
• Follow structured daily routine (calls, checks, follow-ups)
• Take ownership of filling vacancies

What success looks like after 6–12 months

• Property maintains high occupancy with minimal vacancy days
• Consistently high NPS and positive customer feedback
• Smooth onboarding experience with zero complaints
• All rooms are ready and well-maintained at all times
• No missed follow-ups or customer interactions
• Property runs in a structured, disciplined manner
• The property feels reliable, responsive, and well-managed.

Who this role is for

You will likely thrive here if:

• You take ownership of outcomes, not just tasks
• You enjoy interacting with people daily
• You are disciplined and do not miss commitments
• You are comfortable handling multiple responsibilities
• You bring energy and responsiveness to your work
• You want to grow into larger operational roles

Experience we value

• Fresh graduates (Tier 2 / Tier 3 colleges preferred)
• Strong spoken communication (English + local language)
• Any experience in customer-facing roles is a plus
• Comfortable using smartphone, calls, and WhatsApp
• Willingness to work on-ground at property

Hospitality experience is not required.

Ownership, discipline, and communication are critical.

The impact you will have

You directly influence customer experience and NPS

You directly impact property occupancy and revenue

You ensure the property runs smoothly every day

You are the face of Zolo for every customer at the property

Why join now

Zolo is scaling across markets.

As we grow, building strong resident relationships becomes even more important.

The culture of responsiveness and community you help create today will define long-term trust tomorrow.

If you care about building relationships that last — this is the right moment.