Job Description – Guest Relations Executive (GRE)

Company: Goldstone Hospitality Private Limited
Restaurant: SOMARA
Department: Guest Relations / Front Office
Designation: Guest Relations Executive
Reporting To: Guest Relations Manager / Restaurant Manager
Location: Lucknow, Uttar Pradesh
Employment Type: Full-Time

1. Job Purpose

The Guest Relations Executive will be responsible for creating and maintaining exceptional guest relationships at SOMARA. The individual will ensure that every guest receives personalised attention, professional assistance and a memorable hospitality experience.

The role involves guest interaction, reservation coordination, VIP guest handling, feedback management, complaint resolution and maintaining long-term relationships with customers.

The candidate must possess excellent communication skills, a pleasant personality, professional grooming and a strong understanding of premium hospitality standards.

2. Key ResponsibilitiesA. Guest Relationship Management

- Welcome and interact with guests in a warm and professional manner.
- Build positive relationships with regular and VIP guests.
- Understand guest preferences and provide personalised assistance.
- Ensure special attention is given to VIPs, corporate guests and special occasions.
- Maintain a guest-oriented and service-focused approach.
- Encourage repeat visits through excellent guest engagement.

B. Guest Experience & Satisfaction

- Monitor guest experiences throughout their visit.
- Regularly interact with guests to understand their satisfaction.
- Collect feedback regarding food, service, ambience and overall experience.
- Address guest concerns professionally and promptly.
- Coordinate with the Restaurant Manager for escalated complaints.
- Ensure guest feedback is communicated to the concerned departments.
- Follow up on unresolved guest concerns wherever required.

C. Reservations & VIP Coordination

- Assist in handling guest reservations and special bookings.
- Coordinate with the Host / Hostess and Reservation Executive.
- Maintain VIP guest records and preferences.
- Coordinate arrangements for birthdays, anniversaries and special celebrations.
- Ensure special guest requirements are communicated to the service team.




- Assist in welcoming and managing important guests.

D. Guest Database & CRM

- Maintain accurate guest information and customer databases.
- Maintain records of regular guests, VIPs and corporate clients.
- Update guest preferences and visit history.
- Support customer loyalty and membership programmes.
- Assist in developing guest engagement initiatives.
- Maintain confidentiality of guest information.

E. Coordination with Operations

- Coordinate with Restaurant Managers, Floor Managers, Captains and Hostesses.
- Ensure guest requests are communicated to the appropriate departments.
- Monitor service-related issues and coordinate timely resolution.
- Assist in maintaining premium guest experience standards across both floors.
- Support management during special events and high-profile visits.

F. Guest Engagement & Brand Representation

- Represent SOMARA professionally during guest interactions.
- Assist with special events, celebrations and promotional activities.
- Maintain positive relationships with regular customers and business associates.
- Encourage genuine guest feedback and online reviews without pressuring customers.
- Support the management team in improving customer retention.
- Maintain professional communication through telephone, WhatsApp and other authorised channels.

3. Pre-Opening Responsibilities

- Participate in pre-opening training and operational planning.
- Understand SOMARA's brand identity, menu and hospitality philosophy.
- Learn restaurant facilities, seating arrangements and service standards.
- Assist in preparing guest relationship and complaint-handling SOPs.
- Understand reservation and CRM systems.
- Prepare VIP guest management procedures.
- Participate in mock guest interaction and service sessions.

4. Required Skills & Qualifications

- Graduate in Hospitality Management, Hotel Management or any relevant field preferred.




- Minimum 1–3 years of experience in guest relations, luxury hotels or premium restaurants preferred.
- Excellent communication skills in English and Hindi.
- Pleasant personality with professional grooming.
- Robust interpersonal and customer-handling skills.
- Good problem-solving and conflict-resolution abilities.
- Knowledge of reservation systems and CRM software preferred.
- Basic computer and email communication skills.
- Ability to handle multiple guest requests professionally.
- Confident, polite, organised and service-oriented.

5. Grooming & Behavioural Standards

- Maintain professional grooming and personal hygiene.
- Wear the prescribed SOMARA uniform.
- Maintain positive body language and a welcoming personality.
- Communicate confidently and respectfully.
- Maintain complete confidentiality of guest information.
- Avoid unnecessary mobile phone usage during guest interactions.
- Handle difficult situations calmly and professionally.
- Never argue with guests or display unprofessional behaviour.

6. Key Performance Indicators (KPIs)

- Guest satisfaction and feedback scores.
- Guest complaint resolution and follow-up.
- VIP guest handling and personalised service.
- Guest retention and repeat visits.
- Accuracy of guest database and CRM records.
- Reservation and special request coordination.
- Guest engagement and relationship management.
- Professional grooming and communication standards.

7. Expected Professional Standards

The Guest Relations Executive is expected to represent SOMARA's premium hospitality identity and ensure that every guest feels welcomed, valued and appreciated.

The individual must demonstrate confidence, empathy, professionalism and excellent communication skills while building long-term relationships with guests and contributing to SOMARA's reputation for exceptional hospitality.

Important: This is a guest-facing relationship management position, not merely a reception or reservation role. The individual must actively engage with guests, monitor their experience and ensure that guest concerns are resolved professionally.

Pay: ₹20,000.00 - ₹30,000.00 per month

Application Question(s):

- Worked in Restaurant or Fine Dine ?

Work Location: In person

📌 Guest Relation Executive - Luxury Fine Dine (Lucknow)
🏢 Goldstone Hospitality
📍 Lucknow