Guest Relations Executive

Job Title: Guest Relations Executive (GRE) & Service Training Lead

Location: New Delhi, India

About Us:

Mira’s is a premium bakery and café in New Delhi, offering artisanal baked goods, gourmet beverages, and a thoughtfully curated guest experience. Our brand focuses on warmth, consistency, and refined service, making guest satisfaction and staff excellence equally important.

Job Summary:

The Guest Relations Executive will be responsible for managing guest interactions, enhancing customer satisfaction, and acting as the face of hospitality at the café. A key part of this role is training and developing service staff to ensure consistent service standards, grooming, communication, and guest handling across all shifts.

Key Responsibilities:

1. Guest Experience & Relationship Management:

• Welcome and engage guests, ensuring a warm and personalized experience.
• Handle guest feedback, concerns, and complaints with empathy and professionalism.
• Maintain a visible presence on the floor during service hours.
• Build rapport with repeat guests and maintain basic guest preferences and feedback logs.

2. Staff Training & Service Standards (Core Responsibility):

• Design and conduct regular service training sessions for service staff, captains, and front-of-house team.
• Train staff on:
• Guest interaction and communication etiquette
• Menu knowledge (bakery items, beverages, ingredients, allergens)
• Upselling and suggestive selling techniques
• Handling complaints and difficult situations
• Grooming, body language, and service demeanor
• Ensure all staff strictly follow brand SOPs and service protocols.
• Conduct on-floor coaching and real-time feedback during service.
• Support induction and onboarding training for new joiners.

3. Service Quality Audits & Improvement:

• Monitor service delivery and identify gaps in guest experience.
• Conduct periodic service audits and share improvement plans with management.
• Coordinate with the Restaurant Manager to implement service enhancements.

4. Coordination & Communication:

• Act as a bridge between guests, service staff, and management.
• Communicate guest expectations and feedback to kitchen, bakery, and service teams.
• Assist the Restaurant Manager in maintaining service discipline and consistency.

5. Support in Operations (Secondary):

• Assist in floor operations during peak hours when required.
• Ensure cleanliness, table presentation, and overall ambiance meet brand standards.
• Help manage reservations, waitlists, and special guest requirements.

Qualifications & Skills:

• Bachelor’s degree in Hospitality Management or a related field (preferred).
• 4–6 years of experience in guest relations or front-of-house roles in premium cafés, hotels, or fine-dining restaurants.
• Proven experience in staff training, coaching, or quality assurance roles.
• Excellent communication, presentation, and people skills.
• Strong observational skills and attention to detail.
• Polished appearance and confident floor presence.
• Basic proficiency in POS systems and guest feedback tools.

What We Offer:

• Competitive salary with performance-based incentives.
• Opportunity to shape service culture in a premium hospitality brand.
• Leadership exposure and career growth opportunities.
• Professional, quality-driven work environment.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Food provided

Work Location: In person