Guest Relations Executive

3 days ago

Bengaluru Karnataka, India Ode spa Wellness Full time

Job description

Job Title**:Guest Relations Executive (GRE)**

Location: Bangalore

Department: Front Office / Customer Experience

Reports To: Spa Manager / Outlet Head

**Job Purpose**:
To ensure a warm and welcoming environment for all guests, manage front desk operations efficiently, and actively drive spa sales and membership conversions while maintaining a high standard of customer service and professionalism.

**Key Responsibilities:Guest Relations**:
Greet all clients in a friendly, professional, and timely manner.

Understand client needs and preferences to ensure personalized service.

Handle check-in and check-out procedures with accuracy.

Respond to client inquiries, concerns, and feedback, ensuring prompt resolution.

Maintain a clean, welcoming reception area that reflects the spa's brand and values.

Manage appointment scheduling, client confirmations, and follow-ups.

**Sales and Revenue**:
Promote spa services, therapies, packages, and retail products effectively.

Convert walk-in and enquiry calls into bookings and sales.

Meet or exceed assigned monthly sales targets (including service up-selling and product sales).

Cross-sell membership packages and loyalty programs.

Track and report daily sales, leads, and conversion metrics to management.

**Customer Database & Retention**:
Maintain and update customer records in the spa software/CRM.

Actively contribute to customer retention initiatives, such as loyalty points or referral programs.

**Operations & Coordination**:
Coordinate with therapists and housekeeping for smooth daily operations.

Ensure therapists are aware of their bookings and client preferences.

Support Spa Manager in inventory tracking and front-desk supplies.

Maintain confidentiality and compliance with health & hygiene standards.

**Skills & Qualifications**:
Bachelor’s degree or diploma in hospitality, wellness, or related field.

1-3 years of experience in guest relations/front office/sales in a spa, salon, or hotel.

Excellent communication and interpersonal skills.

Sales-driven mindset with a track record of meeting revenue targets.

Knowledge of spa services, treatments, and wellness concepts is a plus.

Proficient in using spa software or CRM systems.

**KPIs / Performance Metrics**:
Guest satisfaction score (Google/JustDial/Customer Feedback)

Monthly sales and conversion rate (walk-ins to bookings)

Package & membership sales

Repeat customer ratio

Upsell rate (per booking)

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹21,000.00 per month

Work Location: In person

Pay: ₹18,000.00 - ₹21,000.00 per month

Work Location: In person

**Speak with the employer**
+91 7207923213

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