Job Description

Job Title:

Guest Relations Manager (GRM)

Department:

Front of House / Customer Experience

Reports to:

Restaurant Manager / General Manager

Location:

Lower Parel

Job Summary:

The Guest Relations Manager (GRM) plays a critical role in creating outstanding guest experiences. As the face of the restaurant, the GRM ensures every guest feels welcomed, attended to, and valued. The ideal candidate is a hospitality professional with strong interpersonal skills and

at least 5 years of experience

in guest relations or front-of-house roles in the restaurant or hospitality industry.

Key Responsibilities:

Greet and welcome guests with professionalism, warmth, and attentiveness. Oversee the entire guest journey--from reservation to departure--to ensure a seamless experience. Resolve guest complaints effectively and diplomatically, following up to ensure satisfaction. Liaise with kitchen and service staff to coordinate timing and accommodate special requests. Manage reservations, walk-ins, and seating plans using systems like OpenTable, Resy, or SevenRooms. Monitor the dining room flow and maintain optimal table turnover without compromising service. Identify and remember repeat guests, noting preferences and ensuring personalized service. Supervise and coach front-of-house staff on hospitality best practices and service standards. Track and respond to guest feedback via surveys, online reviews, and direct comments. Assist in planning special events, VIP service, and loyalty programs in collaboration with management.

Key Requirements:

Minimum of

5 years of experience

in guest relations, front-of-house, or hospitality roles (preferably in a high-end or fast-paced restaurant). Strong leadership, organizational, and customer service skills. Ability to manage difficult situations with patience and professionalism. Excellent verbal and written communication. Experience with POS and reservation management systems. Flexible schedule including evenings, weekends, and holidays. Degree or diploma in Hospitality Management or a related field is preferred.

Desired Attributes:

Confident, engaging, and genuinely guest-focused. High attention to detail and commitment to excellence. Problem-solver with a proactive mindset. Team player who collaborates well across departments. Ability to build rapport with guests and maintain long-term relationships.
Job Types: Full-time, Permanent

Pay: Up to ?50,000.00 per month