Guest Relation Executive

Guest Relations Executive (GRE) — Roles & Responsibilities

1. Guest Reception & ExperienceWelcome guests warmly and professionally.Understand guest requirements and recommend suitable treatments.Explain spa services, packages, memberships, and offers.Ensure guests have a smooth experience from arrival to departure.Handle guest feedback and complaints professionally.

2. Front Desk & AppointmentsManage walk-ins, phone calls, WhatsApp enquiries, and appointments.Maintain the daily appointment schedule.Coordinate with therapists and spa managers for smooth operations.Manage check-in/check-out procedures.Maintain guest records and visit history.

3. Sales & RevenueConvert enquiries and walk-ins into bookings.Promote packages, memberships, add-on treatments, and upgrades.Upsell relevant services without being pushy.Follow up with leads who didn't book.Contact existing customers for repeat visits and membership renewals.Work toward daily/monthly sales and booking targets.

4. Customer Relationship ManagementBuild long-term relationships with regular guests.Maintain a database of customers and their preferences.Send appointment reminders and promotional messages.Follow up after visits to collect feedback.Reactivate inactive customers.

5. Cash & BillingPrepare bills and collect payments.Handle cash/card/UPI transactions accurately.Maintain daily sales and payment records.Coordinate with management regarding discounts and complimentary services.

6. Spa OperationsMaintain professional reception and waiting-area standards.Ensure treatment rooms are ready for guests.Coordinate guest requirements with therapists.Monitor basic inventory at the front desk.Follow spa hygiene, grooming and customer-service standards.