Job Title: Guest Relationship Executive (GRE)
Department: Operations / Customer Experience
Reports To: Unit Manager / Restaurant Manager
Location: Retail Outlet / Restaurant - Chennai
Interested candidate shall apply boths MALE & FEMALE
Whastapp : 63-84-00-93-50
Job Summary
The Guest Relationship Executive (GRE) is responsible for delivering an exceptional guest experience by welcoming customers, addressing their needs, handling feedback, and ensuring high standards of hospitality. The GRE acts as the face of the brand, creating a warm, friendly, and memorable experience that encourages repeat visits and customer loyalty. This role is common across hospitality businesses, where the focus is on personalized service, complaint resolution, and guest engagement.
Key ResponsibilitiesGuest Experience
- Welcome every guest with a warm smile and professional greeting.
- Escort guests to their tables or assist them with product selection.
- Ensure guests receive prompt and courteous service throughout their visit.
- Interact with guests regularly to assess their satisfaction.
Customer Relationship
- Build strong relationships with regular and repeat customers.
- Recognize VIP and frequent guests and provide personalized service.
- Maintain a customer database for birthdays, anniversaries, and special occasions.
- Encourage customer loyalty and promote membership or reward programs.
Complaint Handling
- Listen attentively to customer concerns and resolve complaints promptly.
- Coordinate with kitchen, production, billing, and service teams to ensure timely resolutions.
- Escalate unresolved issues to the Unit Manager.
- Follow up with guests after issue resolution to ensure satisfaction.
Sales & Promotion
- Inform guests about daily specials, festive offers, new products, and combo deals.
- Promote premium sweets, savouries, snacks, bakery items, beverages, and restaurant specials.
- Support seasonal campaigns and customer engagement activities.
Outlet Coordination
- Coordinate with service staff, cashiers, and kitchen teams to ensure smooth operations.
- Ensure waiting guests are updated about table availability.
- Maintain cleanliness and ambience in the reception and guest waiting area.
- Support crowd management during weekends and festive seasons.
Feedback & Reporting
- Collect guest feedback through direct interaction and feedback forms.
- Monitor online customer reviews and communicate improvement areas to management.
- Prepare daily reports on guest feedback, complaints, and resolutions.
- Suggest ideas to enhance guest satisfaction and operational efficiency.
Qualifications
- Bachelor's Degree or Diploma in Hospitality, Hotel Management, Business Administration, or any related field.
- Certification in Customer Service or Hospitality is an added advantage.
Experience
- 0-1 year of experience in Guest Relations, Front Office, Customer Service, Restaurant, Retail, or Hospitality.
- Experience in Sweets, Savouries, Bakery, Café, QSR, or Restaurant industry is preferred.
Required Skills
- Excellent communication and interpersonal skills.
- Customer-focused with a pleasant personality.
- Strong problem-solving and conflict resolution skills.
- Good presentation and grooming standards.
- Ability to multitask in a fast-paced environment.
- Basic computer knowledge (MS Office, POS systems, CRM).
- Ability to work flexible shifts, weekends, and public holidays.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) Score
- Guest Complaint Resolution Time
- Customer Feedback Rating
- Repeat Customer Ratio
- Loyalty/Membership Enrolments
- Upselling and Promotional Sales
- Positive Online Reviews
- Guest Retention Rate
Behavioral Competencies
- Positive attitude and hospitality mindset
- Professional appearance and etiquette
- Empathy and patience
- Teamwork and collaboration
- Time management
- Attention to detail
- Initiative and ownership
- Adaptability under pressure
Pay: ₹16,000.00 - ₹18,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
