Guest Relations Executive

Department: Café / Hospitality

Designation: Guest Relations Executive

Reporting To: Café Operations Manager / Restaurant Manager

Location: As per business requirement

Employment Type: Full-Time

1. Job Purpose The Guest Relations Executive is responsible for creating a warm, welcoming, and memorable experience for every guest. The role involves greeting and assisting guests, managing seating, handling guest queries, coordinating with service and kitchen teams, and ensuring high standards of hospitality throughout the guest's visit.

2. Key Responsibilities

Guest Reception & Hospitality

- Welcome and greet guests warmly and professionally upon arrival.
- Assist guests with seating arrangements and guide them to their tables.
- Maintain a friendly, professional, and positive attitude at all times.
- Understand guest preferences and provide personalized assistance wherever possible.
- Bid farewell to guests courteously and ensure a positive final impression.

Guest Experience

- Ensure guests receive prompt and attentive service.
- Handle guest queries, requests, and basic complaints professionally.
- Coordinate with the service team to resolve guest concerns quickly.
- Collect guest feedback and communicate important feedback to the reporting manager.
- Maintain excellent guest relationships and encourage repeat visits.

Table & Seating Coordination

- Manage table allocation and seating arrangements efficiently.
- Coordinate with service staff regarding table availability and guest requirements.
- Maintain awareness of reservations, VIP guests, special occasions,



and group bookings.
- Ensure the waiting area and guest reception area remain clean, organized, and presentable.

Coordination

- Coordinate closely with the Café Manager, Service Team, Kitchen Team, Cashier, and other departments.
- Communicate special guest requests accurately to the concerned team.
- Support the team during busy hours, events, and special functions.
- Assist in maintaining smooth front-of-house operations.

Standards & Discipline

- Follow company grooming, uniform, hygiene, and professional conduct standards.
- Maintain a high level of personal grooming and professional appearance.
- Follow all café SOPs, safety procedures, and company policies.
- Ensure confidentiality of guest and company information.
- Maintain punctuality and discipline during working hours.

3. Required Skills & Competencies

- Excellent communication and interpersonal skills.
- Pleasant personality with a strong customer-service attitude.
- Good English and Hindi communication skills; knowledge of additional languages is an advantage.
- Ability to remain calm and professional while handling difficult situations.
- Good coordination and team-management abilities.




- Strong observation and problem-solving skills.
- Ability to work under pressure during peak hours.
- Basic computer/POS knowledge is preferred.

4. Educational Qualification

- Minimum Higher Secondary (12th) qualification.
- Diploma/Degree in Hospitality, Hotel Management, or a related field will be preferred.

5. Experience

- 1–3 years of experience in hospitality, cafés, restaurants, hotels, retail, or customer-facing roles preferred.
- Freshers with excellent communication skills and a positive attitude may also be considered.

6. Grooming & Behaviour Standards

- Well-groomed and professionally presented at all times.
- Polite, respectful, approachable, and attentive towards guests.
- Maintain positive body language and skilled communication.
- No personal mobile-phone usage while attending to guests or during active duty, except for authorized work purposes.

7. Key Performance Indicators (KPIs)

- Guest satisfaction and feedback.
- Quality of guest interaction and hospitality.
- Efficient seating and guest coordination.
- Complaint-handling and resolution.
- Professional grooming and punctuality.
- Team coordination and adherence to SOPs.
- Repeat guest experience and overall front-of-house service quality.

8. Nature of Role This is a guest-facing position requiring continuous interaction with customers. The employee may be required to stand, move around the café, and work during weekends, holidays, peak hours, and special events as per the business requirement.

Work Location: In person

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