Guest Relation Executive

Job Description

ROLES & RESPONSIBILITIES for GUEST RELATIONS EXECUTIVE The role of a Guest Relations Executive (GRE) is crucial in the hospitality industry, across all customer-facing establishments. They are responsible for ensuring that guests have a pleasant and memorable experience. Below are the key roles and responsibilities of a Guest Relations Executive for a Café cum Play Area & Events Hosting Place: 1. Guest Welcome Support – Greet guests warmly upon arrival. 2. Guest Assistance and Inquiry Handling – Address guest inquiries, concerns, and complaints promptly and professionally. Provide information about our facilities & services. Coordinate with other departments (e.g., housekeeping and F&B) to fulfill guest requests. 3. Inform guests about promotions, events, or special offers. 4. Inform guests who are coming with their pets about our Pet Rules & Regulations. 5. Manage all front office tasks - Manage clerical duties such as filing, data entry, managing emails and maintaining records. 6. Maintain high level of operational efficiency, and keep operations running smoothly. 7. Handle party/events bookings. 8. Managing an orderly appearance throughout the reception area. 9. Following up on pencil bookings and converting them into bookings – Follow up on all enquiries and pencil bookings diligently to convert them into bookings 10. VIP & Special Guest Handling – Identify and cater to VIP, repeat, or special-needs guests. Prepare for VIP arrivals by coordinating with the concerned departments for special arrangements. Maintain a high level of discretion and service for high-profile guests. 11. Complaint Resolution – Listen actively to guest complaints and take prompt action to resolve issues. Escalate serious complaints to management when necessary. Follow up to ensure guests are satisfied with the resolution. 12. Feedback Collection & Service Improvement – Encourage guests to provide feedback on their experience. Record and report guest feedback for service improvement. Suggest ideas to management for enhancing guest experience. 13. Guest Departure and Farewell – Ensure guests leave with a positive impression of the property. Handle any final billing questions and processes in case of events/parties. 14. Coordination with Internal Departments – Act as a liaison between guests and various departments (e.g., housekeeping, F&B). Ensure guest preferences and complaints are communicated and addressed appropriately. 15. Record Keeping and Guest History – Maintain accurate records of guest preferences, feedback and service requests. Noting down of all the service requests of the guest for their event and conveying the same to the various concerned departments. 16. Menu Discussion for Parties/Events – Discuss, curate and note all the preferred menu items for the guests. Understanding guest’s preferences and be able to curate a perfect menu for them. Be able to upsell during menu discussions. 17. Decorator suggestions to guests – Suggest decorators (from our empaneled list of decorators) to guests for decorations/activities for their parties/events). 18. Activity and Décor Discussion for Parties/Events – Communicate with the decorator to understand guest’s requirements in terms of decorations & activities for their event/party. Communicate the same with our internal departments to ensure a smooth process. 19. Emergency and Safety Protocols – Be familiar with our establishment’s safety and emergency procedures. 20. Provide guidance to guests during emergencies or unusual situations.