Job Description

Job Title: Guest Relations Executive (GRE) & Service Training Lead

Location:

New Delhi, India

About Us:

Mira's is a premium bakery and cafe 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 cafe. 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 cafes, 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
Work Location: In person