Luxury Hospitality Ambassador

2 days ago

Mumbai, Maharashtra, India Bastian Hospitality Pvt. Ltd Full time

Job Summary:

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  • The Luxury Hospitality Ambassador plays a pivotal role in delivering exceptional service and creating memorable experiences for guests at Bastian Hospitality Pvt. Ltd.
  • 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.
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.
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.
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.
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 Pvt. Ltd, showcasing the luxury brand's values and standards during high-profile events.
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.
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.

Salary:

$50,000 - $70,000 per annum

Required Skills and 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.

Benefits:

Competitive salary, comprehensive training program, opportunities for career advancement, and a dynamic work environment.

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