Guest Relations Executive

JOB DESCRIPTION – EXPERIENCE EXECUTIVE (EE)

Role Overview

The Experience Executive is responsible for managing overall guest experience and

supporting smooth floor operations within the store. The role focuses on hospitality

standards, guest coordination, ambience management, and ensuring seamless communication

between departments to deliver a premium customer experience.

Key Responsibilities

• Welcome guests professionally and ensure a smooth experience from entry to exit.

• Coordinate guest flow, waiting areas, and floor movement to maintain operational

efficiency.

• Guide guests to relevant sections, counters, or team members based on their

requirements.

• Maintain store ambience standards including cleanliness, music, aroma, temperature,

and presentation.

• Coordinate effectively with Sales, Admin, Housekeeping, and Security teams for

smooth day-to-day operations.

• Monitor guest concerns, waiting time, and service quality, ensuring timely resolution

and escalation when required.

• Support crowd management during peak hours, events, and high footfall periods.

• Share operational updates, guest feedback, and floor observations with the

management team.

• Ensure professional grooming, communication, behaviour, and brand representation

at all times.

Skills & Competencies

• Strong communication and interpersonal skills

• Guest handling and hospitality mindset

• Floor coordination and operational awareness

• Problem-solving and quick decision-making

• Team collaboration and coordination

• Professional presentation and conduct

• Ability to work efficiently under pressure