Position: Customer Relationship Manager

Company: SOMARA

Location: Lucknow, Uttar Pradesh

Employment Type: Full-Time

Industry: Hospitality / Restaurants / Restrobar

About SOMARA

SOMARA is a contemporary restrobar in Lucknow offering a distinctive World Cuisine dining and hospitality experience, designed for premium dining, celebrations, social occasions and memorable experiences.

We are looking for a personable, proactive and guest-focused Customer Relationship Manager to build long-term relationships with our customers and strengthen guest loyalty.

Job Responsibilities

- Build and maintain strong relationships with SOMARA's regular, VIP and high-value guests.
- Develop and maintain an accurate customer database/CRM.
- Track guest preferences, dining history, birthdays, anniversaries and special occasions.
- Personally communicate with key guests and encourage repeat visits.
- Handle guest enquiries, feedback and service-related concerns professionally.
- Follow up with guests after important visits, events and special occasions.
- Coordinate personalised experiences for VIP guests and regular customers.
- Manage birthday, anniversary and celebration-related guest relationships.
- Coordinate with the restaurant floor team to ensure special guest requirements are communicated and fulfilled.
- Identify opportunities to increase repeat visits and customer loyalty.
- Develop guest retention and loyalty initiatives in coordination with management.
- Invite selected customers to special events, new-menu launches, tastings and exclusive SOMARA experiences.




- Maintain regular communication with key customers through calls, WhatsApp, SMS, email and other approved channels.
- Collect and analyse customer feedback to identify areas for improvement.
- Monitor online reviews and coordinate with the management team for appropriate responses.
- Build relationships with influencers, local personalities, corporate professionals and high-value customer groups where relevant.
- Maintain confidentiality of customer information and preferences.
- Prepare regular reports on customer engagement, repeat visits, feedback and retention.
- Coordinate closely with the General Manager, Floor Manager, Corporate Sales Manager and Marketing team.

Key Responsibilities – Guest Retention The CRM Manager will focus on increasing:
- Repeat Customer Visits
- VIP Guest Retention
- Customer Loyalty
- Birthday & Anniversary Bookings
- Celebration Bookings
- Customer Referrals
- Corporate & Premium Guest Relationships
- Guest Satisfaction
- Positive Reviews
- Customer Lifetime Value

Candidate Profile
- 2–6 years of relevant experience in customer relationship management, hospitality, premium restaurants, hotels, luxury retail, events or similar industries.




- Previous experience as CRM Manager / Customer Relationship Manager / Guest Relations Manager / Guest Experience Manager preferred.
- Solid customer service and relationship-management skills.
- Excellent communication and interpersonal skills.
- Confident, polished and presentable personality.
- Ability to interact comfortably with VIPs, corporate clients and high-value customers.
- Strong follow-up and organisational skills.
- Experience using CRM systems, customer databases or hospitality software preferred.
- Good knowledge of MS Office / Google Workspace.
- Strong problem-solving and complaint-handling abilities.
- Hospitality Management, Business Management or related qualification preferred.

What We Are Looking For

We are looking for a relationship-driven hospitality professional, not simply someone who handles customer complaints.

The ideal candidate should be capable of making guests feel recognised, valued and personally connected to SOMARA.

You will be responsible for turning first-time guests into regular guests and regular guests into loyal SOMARA customers.

Key Skills

Customer Relationship Management | CRM | Guest Relations | Guest Experience | Customer Retention | VIP Guest Management | Hospitality | Customer Service | Loyalty Management | Complaint Resolution | Database Management | Relationship Building | Guest Engagement | Premium Hospitality | Restaurant Operations | Restrobar

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person

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