GUEST RELATION EXECUTIVE — i'Deli Cafe
Create Connections. Deliver Exceptional Experiences.
We are opening a new i'Deli Cafe outlet in Kakkanad, Kochi, and are looking for a warm, confident, and customer-focused Guest Relation Executive to be part of our front-of-house team.
The Guest Relation Executive will be responsible for creating a welcoming guest experience, maintaining high service standards, handling guest interactions professionally, and supporting the smooth day-to-day operations of the outlet while consistently representing i'Deli Cafe's standards.
Guest Experience
- Welcome and greet guests warmly upon arrival.
- Create a friendly, professional, and positive first impression.
- Understand guest preferences and provide attentive, personalised service.
- Assist guests with seating, menu information, and general enquiries.
- Ensure guests feel comfortable and well cared for throughout their visit.
- Maintain a high standard of hospitality from guest arrival to departure.
- Engage with guests in a polite, confident, and professional manner.
- Thank guests and encourage them to return.
Guest Relations
- Build positive relationships with regular and new guests.
- Understand and respond appropriately to guest needs and expectations.
- Handle guest feedback, requests, and concerns professionally.
- Resolve service-related issues promptly or escalate them to the appropriate supervisor when required.
- Follow up on guest concerns to ensure satisfactory resolution.
- Maintain a calm and positive attitude when dealing with difficult or demanding situations.
- Collect guest feedback and communicate relevant insights to the Outlet Manager or Supervisor.
- Support initiatives aimed at improving guest satisfaction and retention.
Service Support
- Coordinate closely with service staff, kitchen team, cashiers, and supervisors.
- Assist the service team during busy operating periods.
- Ensure smooth communication between guests and the restaurant team.
- Monitor guest tables and identify when assistance is required.
- Support the team in maintaining smooth guest flow during peak hours.
- Assist with reservations, table allocation, waiting lists, and guest enquiries when required.
- Ensure special requests and guest preferences are communicated accurately to the relevant team members.
- Support efficient service while maintaining hospitality standards.
Menu & Product Knowledge
- Develop a strong understanding of the i'Deli Cafe menu.
- Be familiar with ingredients, preparation styles, portion options, and key product information.
- Understand basic allergen and dietary information and communicate it accurately.
- Answer guest questions about menu items confidently and professionally.
- Recommend suitable food and beverage options based on guest preferences.
- Stay updated on new menu items, promotions, seasonal offerings, and special products.
- Never provide inaccurate information regarding ingredients or allergens; clarify with the kitchen or supervisor when necessary.
Guest Feedback & Complaint Handling
- Listen carefully to guest feedback without interrupting.
- Acknowledge concerns with empathy and professionalism.
- Take appropriate action within the scope of responsibility.
- Inform the Outlet Manager or Supervisor of significant complaints or recurring issues.
- Record or communicate important guest feedback accurately.
- Follow up where required to ensure the guest's concern has been addressed.
- Identify recurring service issues and communicate them to management.
- Maintain confidentiality and professionalism when handling sensitive guest matters.
Customer Service Standards
- Maintain i'Deli Cafe's standards of courtesy, grooming, communication, and hospitality.
- Use professional and positive language when interacting with guests.
- Maintain appropriate body language and a welcoming presence.
- Avoid arguments, confrontations, or negative interactions with guests.
- Remain attentive and approachable throughout the shift.
- Ensure every guest interaction reflects the brand's values and service standards.
- Maintain consistency in guest service during both busy and quiet periods.
Outlet Operations
- Support opening and closing procedures as assigned.
- Ensure the guest-facing areas are clean, organised, and presentable.
- Check that reception, waiting, dining, and other guest areas maintain required standards.
- Assist with maintaining smooth guest movement within the outlet.
- Coordinate with the team during peak periods and special occasions.
- Support daily operational requirements as directed by the Outlet Manager.
- Follow all company policies, SOPs, and operational procedures.
Hygiene & Grooming
- Maintain excellent personal hygiene and professional grooming at all times.
- Follow i'Deli Cafe grooming and uniform standards.
- Ensure the guest-facing environment is clean and presentable.
- Follow all applicable food-safety, hygiene, and workplace-safety procedures.
- Maintain a professional appearance throughout the shift.
- Report cleanliness, maintenance, or safety concerns immediately.
Communication & Coordination
- Communicate clearly and respectfully with guests and colleagues.
- Maintain effective coordination with the Kitchen, Service, Cashier, and Management teams.
- Communicate guest requests accurately and promptly.
- Ensure important information is passed to the relevant team members.
- Participate in daily briefings and team meetings.
- Maintain a positive and collaborative working relationship with all departments.
Sales & Guest Engagement
- Support the team in achieving outlet sales and guest satisfaction targets.
- Promote menu items, specials, and new products appropriately.
- Identify opportunities to enhance the guest experience through suitable recommendations.
- Encourage repeat visits through positive and memorable interactions.
- Support promotional activities, events, and customer engagement initiatives.
- Maintain a service-first approach without being overly pushy or transactional.
Events & Special Occasions
- Assist in coordinating guest requirements for birthdays, celebrations, group visits, and special occasions.
- Ensure special requests are communicated clearly to the relevant teams.
- Support the smooth execution of guest events within the outlet.
- Help create a memorable experience for guests during special occasions.
- Coordinate with management regarding VIP or special guest requirements when applicable.
Training & Development
- Continuously improve communication, hospitality, and customer-service skills.
- Learn and follow i'Deli Cafe service standards, SOPs, and guest-handling procedures.
- Participate in product, menu, service, and brand training.
- Stay updated on new products, promotions, and operational procedures.
- Accept feedback from senior team members and management.
- Demonstrate willingness to learn and take on additional responsibilities.
New Outlet Opening
- Support the guest-relations setup and pre-opening activities of the new Kakkanad outlet.
- Participate in service training and guest-handling practice sessions.
- Assist with establishing front-of-house service routines and standards.
- Participate in mock service, table-flow, and guest-experience trials.
- Help prepare guest-facing areas before the opening.
- Support the team in ensuring the outlet is fully prepared to deliver an excellent guest experience from day one.
Experience
- 1–3 years of experience in guest relations, hospitality, restaurants, cafés, hotels, customer service, or a similar role preferred.
- Previous experience as a Guest Relation Executive, Guest Relations Associate, Host/Hostess, Front Office Executive, Restaurant Host, Customer Service Executive, or equivalent role is an advantage.
- Experience in premium cafés, restaurants, hotels, QSRs, or hospitality brands will be an added advantage.
- Freshers with excellent communication skills and a strong hospitality mindset may also be considered.
Education
- Diploma / Certificate / Degree in Hotel Management, Hospitality, Tourism, Business Administration, or a related field preferred.
- Relevant hospitality or customer-service experience will also be considered.
Job Type
Full-time, Permanent
Work Location
Kakkanad, Kochi, Kerala
In person
Shift Availability
- Day Shift
- Evening Shift
- Night Shift
As we prepare to launch our new i'Deli Cafe outlet in Kakkanad, we would be pleased to meet enthusiastic hospitality professionals who are passionate about creating exceptional guest experiences and would like to join the i'Deli Cafe team.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Flexible schedule
- Food provided
Work Location: In person
