Guest Relations Executive

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.

Implement follow-up calls/emails/messages to encourage repeat visits and referrals.

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

Job Type: Full-time

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

Work Location: In person

Speak with the employer
+91 7207923213