The Guest Relations Executive is responsible for creating a premium in-store experience for customers visiting the jewellery showroom. The role focuses on welcoming guests, managing their visit, coordinating with the sales team, and ensuring excellent customer service throughout the customer journey.
Key Responsibilities
1. Customer Greeting & Reception
- Welcome customers entering the showroom with a warm and professional approach.
- Understand customer requirements and guide them to the appropriate sales consultant.
- Offer refreshments and ensure customers feel comfortable.
- Customer Experience Management
- Ensure a luxury hospitality experience aligned with the brand image.
- Monitor customer waiting time and coordinate with sales staff.
- Assist VIP customers and manage special appointments.
- Queue & Floor Management
- Maintain a smooth flow of customers in the showroom.
- Manage peak hours and allocate customers to available sales executives.
- Keep track of walk-ins and appointments.
- Customer Data & CRM
- Collect customer information for CRM and follow-up activities .
- Update customer visit records in the system.
- Support the marketing team with customer database management.
- Complaint Handling
- Address customer concerns politely and escalate issues to the store manager when required.
- Ensure quick resolution to maintain customer satisfaction.
- Store Presentation
- Ensure the reception and waiting area remain clean, organized, and welcoming.
- Maintain the premium ambience expected in a jewellery showroom.
- Coordination
- Coordinate with sales, billing, and store management teams.
- Support store events, promotions, and festive campaigns.
Skills & Competencies
- Excellent communication and interpersonal skills :
- Strong customer service orientation :
- Pleasant personality and professional appearance
- Ability to handle high-value customers :
- Basic computer and CRM knowledge
- Multilingual ability preferred
Qualifications :
- Graduate in any discipline (Hospitality/Retail preferred)
- 1-3 years experience in retail, hospitality, or luxury showroom guest relations :
- Experience in jewellery retail or luxury retail is an advantage