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Guest Relations Executive
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#658418
Full Time
Job Description
Full job description
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
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
