The Guest Relation Manager is responsible for ensuring an exceptional dining experience for all guests. The role involves welcoming guests, managing customer relationships, handling feedback and complaints, maintaining guest databases, and driving repeat business through personalized guest engagement.
Key Responsibilities
Guest Experience & Hospitality
- Welcome and assist guests upon arrival.
- Ensure guests are seated comfortably and attended to promptly.
- Build strong relationships with regular and VIP guests.
- Monitor guest satisfaction throughout their dining experience.
- Ensure high standards of hospitality and customer service are maintained at all times.
Customer Feedback & Complaint Resolution
- Address guest concerns and complaints professionally and promptly.
- Coordinate with restaurant staff to resolve service issues efficiently.
- Follow up with guests after resolving concerns to ensure satisfaction.
- Maintain records of guest feedback and implement improvement measures.
Guest Database & CRM
- Collect and maintain guest contact information.
- Build and manage a customer database for marketing and loyalty initiatives.
- Encourage guests to share reviews and feedback on relevant platforms.
- Track repeat customers and develop engagement strategies.
Corporate & Local Marketing Support
- Visit nearby corporate offices and businesses to establish relationships and promote the restaurant.
- Assist in organizing guest engagement activities, events, and promotions.
- Coordinate with the marketing team for customer outreach campaigns.
Team Coordination
- Work closely with service, kitchen, and management teams to ensure smooth operations.
- Brief staff regarding VIP reservations, special occasions, and guest preferences.
- Support training initiatives focused on guest service excellence.
Requirements
- Bachelor’s degree preferred.
- 2–5 years of experience in hospitality, restaurants, hotels, or customer relations.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Professional appearance and positive attitude.
- Ability to work flexible hours, including weekends and holidays.
- Knowledge of restaurant operations and customer service standards.
Key Performance Indicators (KPIs)
- Guest satisfaction scores.
- Number of repeat customers.
- Positive guest reviews and ratings.
- Resolution time for guest complaints.
- Growth of guest database.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
