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Job title: Guest Relations Executive (GRE)

Location: Kolkata & Delhi

Experience: 1- 3 Years

Salary: Kolkata – Up to ₹25,000 per month | Delhi – Up to ₹30,000 per month

Job Purpose

To ensure an exceptional guest experience by warmly welcoming guests, managing reservations and guest interactions, handling feedback, and maintaining strong guest relationships for Sorano and Latoya.

Key Responsibilities

• Welcome and greet guests warmly and professionally.
• Manage guest seating, reservations, waitlists and table allocation.
• Maintain regular interaction with guests and ensure their comfort throughout their visit.
• Understand guest preferences and provide personalised service.
• Handle guest queries, requests and complaints promptly and professionally.
• Coordinate with the Restaurant Manager, Service and Kitchen teams to ensure smooth guest experience.
• Follow up with guests during and after service to obtain feedback.
• Maintain records of VIPs, regular guests, special occasions and guest preferences.
• Assist in managing birthday celebrations, special occasions, events and hosted guests.
• Support the restaurant in building a strong base of repeat and loyal guests.
• Assist with guest calls, reservation confirmations and follow-ups.
• Maintain a professional presence at the entrance and throughout the restaurant.
• Coordinate with management regarding VIP arrivals and special requirements.
• Support restaurant promotions, events and brand activations when required.
• Ensure all guest-related issues are communicated to management and resolved appropriately.
• Maintain confidentiality regarding VIPs, guests and internal business information.
• Ensure grooming and personal presentation are maintained as per company standards.

Key Performance Areas (KPIs)

• Guest satisfaction
• Guest feedback and complaint resolution
• Repeat guest visits
• VIP and regular guest relationship management
• Reservation accuracy and table management
• Guest engagement
• Service coordination
• Professional grooming and conduct

Experience & Qualification

• 2–5 years of experience in guest relations, hospitality, restaurants, hotels or premium retail.
• Experience in a premium/fine-dining restaurant will be preferred.
• Excellent communication and interpersonal skills.
• Good command of English and Hindi; Bengali/other regional languages would be an advantage.
• Pleasant personality with strong guest-handling skills.
• Comfortable working in a high-energy restaurant environment.
• Graduate or hospitality qualification preferred.

Personal Attributes

• Warm, confident and approachable
• Excellent communication skills
• Well-groomed and presentable
• Calm and composed under pressure
• Strong interpersonal skills
• Guest-focused and service-oriented
• Good networking and relationship-building ability
• Proactive and attentive to detail
• Able to represent the Sorano and Latoya brands professionally