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Guest Relations Executive

2 months ago

Mumbai, India Bastian Hospitality Pvt. Ltd Full time
Job Summary

The Guest Relations Executive plays a pivotal role in delivering exceptional service and creating memorable experiences for guests at Bastian Hospitality’s luxury dining and hospitality outlets. As the primary point of contact for guests, the Guest Relations Executive ensures a seamless, personalized, and elevated service from arrival to departure. This role requires a professional with a keen eye for detail, a warm and approachable demeanor, and an innate ability to anticipate guests’ needs, making each visit a truly bespoke experience that reflects the brand’s luxury standards.

Key Responsibilities

1. Guest Experience & Service Excellence

- Greet and welcome guests with a warm, professional demeanor, ensuring a positive first impression.- Provide personalized service by anticipating and responding to guests’ needs and preferences, going above and beyond to enhance their experience.- Manage guest requests, reservations, and inquiries with accuracy and efficiency, ensuring prompt and courteous service at all times.

1. Relationship Management

- Build and maintain strong, lasting relationships with guests, particularly VIP and high-profile clientele, through exceptional service and personalized interactions.- Recognize repeat guests and VIPs, making them feel valued and appreciated by acknowledging past visits and preferences.- Collect guest feedback and suggestions to improve service quality, communicating relevant insights to the management team.

1. Coordination with Service Teams

- Collaborate closely with the restaurant, kitchen, and bar teams to ensure smooth and coordinated service delivery.- Communicate guests’ special requests, dietary needs, or specific preferences to the relevant departments to ensure consistency in service.- Oversee table settings, guest flow, and timing of service to maintain the highest standard of luxury dining experience.

1. Handling Guest Issues & Complaints

- Address and resolve any guest issues or complaints in a professional and empathetic manner, ensuring guest satisfaction.- Remain calm and composed during challenging situations, using problem-solving skills to turn potential issues into positive experiences.- Escalate complex or sensitive issues to management when necessary, maintaining confidentiality and discretion.

1. Event & VIP Management

- Assist with private dining events, VIP bookings, and special occasions, ensuring seamless coordination and an elevated guest experience.- Arrange personalized touches for special events or occasions, such as birthdays, anniversaries, and exclusive gatherings.- Act as a brand ambassador for Bastian Hospitality, showcasing the luxury brand’s values and standards during high-profile events.

1. Upselling & Brand Promotion

- Promote restaurant offerings, seasonal menus, and special events to enhance the guest experience and drive engagement.- Engage guests with recommendations and suggestions that showcase the brand’s unique features, from signature dishes to exclusive beverages.- Actively contribute to guest loyalty programs by encouraging guests to join and explaining the benefits.

1. Record Keeping & Reporting

- Maintain accurate records of guest preferences, feedback, and service notes for future reference, updating the guest database as needed.- Prepare end-of-shift reports summarizing guest interactions, feedback, and relevant operational insights for the management team.- Use guest data to personalize future interactions, supporting a tailored approach that aligns with luxury hospitality standards.

Qualifications

- Bachelor’s degree in Hospitality Management, Business, or a related field is preferred.- 2+ years of experience in a guest relations or similar role within luxury hospitality, fine dining, or high-end service.- Proficiency in reservation management software and basic CRM tools.- Strong understanding of luxury service etiquette and high-end hospitality expectations.- Excellent communication and interpersonal skills, with fluency in English and knowledge of additional languages as an advantage.