Luxury Hospitality Experience Specialist

3 weeks ago

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

Bastian Hospitality Pvt. Ltd seeks a Luxury Hospitality Experience Specialist to deliver exceptional service and create memorable experiences for guests at its luxury dining and hospitality outlets.

Job Overview

The ideal candidate will have 2+ years of experience in guest relations or a similar role within luxury hospitality, fine dining, or high-end service. A bachelor's degree in Hospitality Management, Business, or a related field is preferred.

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:

  • 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: $60,000 - $80,000 per year, depending on experience.

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