GUEST RELATION OFFICER

We are seeking a proactive and customer-focused Guest Relation Officer to oversee customer experience and elevate service standards across the showroom. In this role, you will serve as the point of contact for Customers/Guests, addressing customer feedback, resolving escalated issues, and guiding floor teams to deliver attentive, high-quality hospitality. Your goal is to ensure every visitor enjoys a seamless, welcoming, and memorable retail experience.

Key Responsibilities:

·        Greet and engage with customers, offering assistance and recommendations.

·        Monitor and ensure that sales staff are effectively delivering customer needs, including offering of refreshments and personalized assistance.

• Guide and monitor Store CRM Executives and Tele calling Executives in delivering quality customer service, including customer engagement, collection and maintenance of customer information, effective utilisation and maintenance of CRM tools, customer communication, and adherence to company grooming and presentation standards.

·        Resolve customer issues with empathy, fairness, and speed, maintaining a positive relationship while adhering to store policies.

·        Lead and support the store team to deliver excellent customer service and meet sales targets.

·        Analyze customer visit frequency, purchase trends, and satisfaction scores from CRM data to prepare periodic insights and actionable recommendations for store leadership.

·        Inform customers about new products, offers, and promotions to drive sales.

·        Provide feedback and reports on customer preferences and trends to management.

·        Actively involve in and coordinate in-store events.

·        Perform other incidental and related duties as required and assigned.

Qualifications:

·        MBA/ Post Graduation in Hospitality/Marketing/Retail Management or Related stream.

·        Experience in a customer-facing role, preferably in retail or hospitality.

·        Strong communication and problem-solving skills.

·        Excellent verbal and written communication skills with strong active listening capabilities.

·        Ability to lead and motivate a team.