Guest Relation Executive

Job PurposeTo ensure excellent guest satisfaction by welcoming guests, managing reservations, handling guest queries, and delivering a smooth and memorable dining experience.

Key Responsibilities1. Guest Welcome & Hospitality

• Welcome guests warmly and professionally.
• Escort guests to their tables and coordinate seating arrangements.
• Maintain a friendly and professional approach throughout the guest journey.

2. Guest Relationship Management

• Handle guest queries, complaints, and feedback politely.
• Ensure timely resolution of guest concerns in coordination with the manager.
• Build positive relationships with regular guests.

3. Reservations & Coordination

• Manage table reservations, walk-ins, and guest waiting lists.
• Coordinate with the service and kitchen teams to ensure smooth operations.
• Inform guests about menu specials, promotions, and offers.

4. Service Quality

• Monitor guest satisfaction during their visit.
• Ensure service standards and hospitality protocols are followed.
• Collect guest feedback and share improvement suggestions with management.

5. Sales & Upselling

• Recommend menu items, beverages, and special offerings.
• Support the team in achieving sales and upselling targets.
• Promote special events and restaurant offers.

6. Reporting & Grooming

• Maintain professional grooming and personal hygiene.
• Maintain guest feedback, reservation, and complaint records.
• Follow company policies, SOPs, and service standards.
• Required SkillsExcellent communication and interpersonal skills.
• Pleasant personality and professional grooming.
• Strong guest-handling and problem-solving abilities.
• Basic knowledge of restaurant operations and menu items.
• Ability to work under pressure and in flexible shifts.
• Key Performance Indicators (KPIs)Guest satisfaction and feedback scores.
• Guest complaint resolution time.
• Reservation and seating management efficiency.
• Upselling and revenue contribution.
• Guest retention and repeat visits.
• Grooming, punctuality, and SOP compliance.