Guest Relations Executive

Job Title Guest Relations Executive

Department Front Office & Guest Experience

Locations The Rajbari Bawali (South 24 Parganas) / Cafe Cocoon (Shakespeare Sarani, Kolkata)

Reports To Front Office Manager / Operations Manager / General Manager / Cafe Manager

Position SummaryThe Guest Relations Executive serves as the face of the brand, ensuring every guest receives a warm welcome and an exceptional hospitality experience. The role involves creating memorable guest interactions, addressing guest needs proactively, coordinating with various departments, and maintaining the highest standards of service at both The Rajbari Bawali and Cafe Cocoon.

Key Responsibilities

• 1. Guest Reception & HospitalityWelcome guests with warmth, professionalism, and courtesy.
• Escort guests to their rooms, tables, or designated areas, as applicable.
• Provide information about the property, café offerings, facilities, events, and services.
• Ensure every guest enjoys a seamless and personalized experience from arrival to departure.
• 2. Guest Experience ManagementBuild rapport with guests and anticipate their needs.
• Handle guest inquiries, requests, and special arrangements promptly.
• Resolve guest complaints professionally and escalate concerns when necessary.
• Follow up with guests to ensure complete satisfaction.
• 3. Reservations & CoordinationAssist with room reservations, restaurant bookings, and event inquiries.
• Coordinate with Front Office, Housekeeping, Kitchen, Food & Beverage, and Sales teams to ensure smooth guest service.
• Communicate guest preferences and special requests to relevant departments.
• 4. VIP & Special Occasion ManagementCoordinate VIP arrivals and departures.
• Assist in planning special celebrations such as birthdays, anniversaries, proposals, and corporate events.
• Ensure personalized amenities and guest preferences are arranged before arrival.
• 5. Guest EngagementPromote in-house experiences, dining options, events, and special packages.
• Encourage guest feedback and online reviews.
• Maintain positive guest relationships to encourage repeat visits.
• 6. Administrative ResponsibilitiesMaintain accurate guest records and daily reports.
• Document guest feedback, complaints, and service recovery actions.
• Assist in preparing operational reports as required.
• 7. Brand RepresentationUphold the luxury hospitality standards of The Rajbari Bawali and the premium service culture of Cafe Cocoon.
• Maintain excellent grooming, etiquette, and professional conduct at all times.
• Represent the brand positively in every guest interaction.
• QualificationsBachelor's Degree in Hospitality Management, Hotel Management, Tourism, or any graduate with relevant hospitality experience.
• Hospitality certifications will be an added advantage.
• Experience1–3 years of experience in Guest Relations, Front Office, Customer Service, Luxury Hotels, Resorts, Premium Restaurants, or Cafés.
• Fresh graduates from Hotel Management institutes with excellent communication skills may also apply.
• Required SkillsExcellent verbal and written communication skills in English and Bengali (Hindi is an added advantage).
• Outstanding interpersonal and customer service skills.
• Strong problem-solving and conflict-resolution abilities.
• Professional grooming and presentation.
• Ability to multitask in a fast-paced hospitality environment.
• Basic computer knowledge (MS Office, POS, PMS, reservation systems).
• Positive attitude with a passion for guest service.
• Key CompetenciesGuest Service Excellence
• Communication Skills
• Relationship Building
• Problem Solving
• Team Collaboration
• Attention to Detail
• Time Management
• Emotional Intelligence
• Professionalism
• Adaptability
• Working ConditionsRotational shifts, including weekends and public holidays.
• Standing for extended periods while attending to guests.
• May be assigned to either The Rajbari Bawali or Cafe Cocoon, based on operational requirements.
• Occasional travel between locations may be required.
• Key Performance Indicators (KPIs)Guest Satisfaction Scores
• Positive Guest Feedback & Reviews
• Complaint Resolution Time
• Repeat Guest Engagement
• Service Quality Standards Compliance
• Response Time to Guest Requests
• Teamwork & Cross-Department Coordination

The Rajbari Bawali and Cafe Cocoon are committed to delivering exceptional hospitality through personalized service, professionalism, and memorable guest experiences. The Guest Relations Executive plays a vital role in creating lasting impressions that reflect the values and excellence of our brands.This JD is suitable for recruitment on job portals, internal HR documentation, and appointment letters. It aligns with luxury hospitality standards while covering both a heritage resort and a premium café.