Job highlights

- To create a welcoming,professional and memorable experience for prospective customers and visitors at the company s sales office,experience centre and project sites

- Visitor experience and customer feedback scores. . Timeliness and accuracy of visitor registration and CRM data entry.

- fluency in English,Hindi and Marathi is preferred.

1. Job Purpose

To create a welcoming, professional and memorable experience for prospective customers and visitors at the company s sales office, experience centre and project sites. The GRE will be the first point of contact, responsible for managing visitor reception, understanding customer requirements, coordinating property presentations and site visits, supporting the sales team, and ensuring timely follow-up and accurate visitor records. The role is expected to strengthen customer confidence, improve the quality of the sales experience and contribute to lead engagement and conversion.

1. Key Responsibilities A.

Guest

Reception and First Impression

- Welcome walk-in customers, channel partners and other visitors warmly and professionally, in line with company service standards.

- Attend to visitors promptly, understand the purpose of their visit and connect them with the appropriate sales representative or department.

- Manage visitor registration and maintain accurate records of walk-ins, appointments, references and visit outcomes.

- Ensure the reception area, sales lounge and customer-facing spaces are presentable, organised and ready for visitors.

- Coordinate waiting arrangements and appropriate hospitality while ensuring visitors are attended to without unnecessary delay.

B. Lead Registration and Customer Requirement Understanding

- Capture and update lead details accurately in the CRM, including contact information, source, project interest and visit history.

- Understand the customer s broad requirements, including preferred location, configuration, budget range, purpose of purchase and expected purchase timeline.

- Identify whether the visitor is a new prospect, existing lead, referral, channel partner or existing customer, and route the enquiry accordingly.

- Identify potential duplicate leads and escalate them in accordance with the company s CRM process.

- Maintain confidentiality and use customer information only for authorised business purposes.

C.

Project

Presentation and Sales Support

- Coordinate project presentations, sample-flat visits, amenities and site tours in consultation with the assigned sales team.

- Provide approved basic information about the project, configurations, amenities, location advantages and customer facilities.

- Share only the latest, management-approved brochures, price lists, layouts, specifications and other sales collateral.

- Coordinate with Sales Managers and site teams to ensure accurate information and a consistent project experience.

- Support customer meetings, sales events, property exhibitions, walk-in campaigns and project launches, as assigned.

D. Appointment and Site Visit Coordination

- Schedule and confirm customer appointments, presentations and site visits with the concerned sales representatives.





- Coordinate visitor entry, parking, safety instructions and other site-visit arrangements, wherever applicable.

- Inform the concerned sales representative and site team in advance about scheduled visits and specific customer requirements.

- Follow up on missed appointments or incomplete visits and coordinate rescheduling.

- Ensure visitors comply with applicable site safety and access protocols.

E.

Customer

Engagement and Follow-up

- Coordinate prompt post-visit communication and feedback collection in accordance with CRM and Sales Department processes.

- Ensure customer queries are directed to the appropriate sales representative and tracked until a response is provided.

- Record customer feedback, concerns, objections and service requests accurately in the CRM.

- Escalate complaints, dissatisfaction or service gaps to the reporting manager without delay.

- Maintain courteous and consistent communication across phone calls, messages, email and in-person interactions.

F. CRM Discipline, MIS and Reporting

- Update visitor and lead information in the CRM on the same business day, ensuring completeness and accuracy.

- Maintain daily records of walk-ins, appointments, site visits, lead sources, follow-up status and visit outcomes.

- Prepare daily and periodic reports as prescribed by the Sales Department.

- Track visitor-to-sales-representative handover and ensure that no enquiry is left unattended.

- Support the Sales Manager in analysing walk-in trends, customer feedback and visitor-experience improvements.

G.

Sales

Gallery and Event Readiness

- Ensure the sales gallery, sample flat and designated customer areas are clean, functional and properly arranged before customer visits.

- Check availability of approved brochures, project models, presentation equipment, stationery and hospitality essentials.

- Coordinate with Admin, Housekeeping, Security, Facilities and site teams to resolve readiness-related issues.

- Support customer engagement activities, festive events, channel partner meets and other sales initiatives.

H. Coordination and Compliance

- Work closely with Sales, CRM, Marketing, Admin, Security and project-site teams to ensure seamless visitor handling.

- Follow approved sales communication, pricing-disclosure, data-protection and customer-service protocols.

- Do not make commitments on pricing, discounts, possession dates, approvals, specifications or contractual matters unless specifically authorised.

- Escalate discrepancies in sales collateral, project information or customer communication to the reporting manager.

1. Key Performance Indicators (KPIs)

- Visitor experience and customer feedback scores.

- Timeliness and accuracy of visitor registration and CRM data entry.





- Percentage of walk-in customers attended to within the prescribed service time.

- Appointment confirmation, attendance and site-visit coordination effectiveness.

- Timely handover of qualified enquiries to the assigned sales representative.

- Completeness of post-visit feedback and follow-up coordination records.

- Accuracy and timely submission of daily, weekly and monthly MIS reports.

- Compliance with customer-service standards, approved communication and site-safety protocols.

1. Skills and Competencies

- Excellent verbal communication and interpersonal skills; fluency in English, Hindi and Marathi is preferred.

- Pleasant, confident and professional demeanour with a strong customer-service orientation.

- Positive listening skills and the ability to understand customer requirements patiently.

- Robust coordination, follow-up, time-management and multitasking abilities.

- Basic understanding of residential real estate and the home-buying customer journey; prior real-estate exposure is an advantage.

- Comfortable using CRM software, MS Excel, email and standard office applications.

- Good grooming, etiquette, attention to detail and professional conduct.

- Integrity, confidentiality, ownership and a positive, service-oriented attitude.

1. Educational Qualification and Experience

- Graduate in any discipline; qualification in Hospitality, Business Administration, Marketing or Customer Relationship Management will be an advantage.

- Typically 1-3 years of experience in front office, guest relations, customer service, hospitality, retail or real estate sales support.

- Fresh graduates with strong communication skills and a customer-centric attitude may also be considered.

1. Working Requirements

- Ability to work at the designated sales office, experience centre or project site in Pune, as assigned.

- Flexibility to work on weekends and public holidays, as customer visits and real-estate sales activity may require; weekly offs will be as per company policy.

- Ability to move around the sales gallery or project site during customer visits.

- Adherence to company grooming, attendance, customer-service and site-safety standards.

1. Role Boundaries

The GRE is responsible for visitor experience, lead capture, coordination and service follow-through. The role does not carry independent authority to negotiate or approve prices, discounts, commercial terms, bookings, refunds, possession commitments or contractual representations. Such matters must be handled by the authorised Sales Manager or designated authority. The GRE must ensure accurate handover and escalation rather than provide unapproved assurances.

1. Key Interfaces

Internal: Sales Executives and Managers, Sales Head, CRM, Marketing, Admin, Security, Housekeeping, Facilities and Project/Site Teams.

External: Prospective homebuyers, existing customers, channel partners, brokers and other authorised visitors.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Guest Relationship Executive (GRE) (Pune)
🏢 Tejraj Promoters u0026 Builders
📍 Pune