Customer Care Service

# Guest Relations Executive – Job Description

Department: Operations / Guest Experience

Location: Bhiwandi

Employment Type: Full-Time

Reports To: Store Manager / Operations Manager

### Job Purpose

Responsible for providing a welcoming, enjoyable and memorable guest experience by assisting customers, handling queries, supporting game zone operations and maintaining service standards.

### Key Responsibilities

• Greet and assist guests professionally.

• Explain games, packages, offers, rules and safety instructions.

• Handle guest queries, requests and complaints effectively.

• Assist guests with gaming equipment and operational requirements.

• Monitor the game zone and maintain safety, cleanliness and discipline.

• Support birthday parties, group activities and special guest requirements.

• Manage queues and guest flow during peak hours.

• Promote packages, memberships, offers and ongoing activities.

• Collect guest feedback and report concerns or incidents to management.

• Coordinate with operations and technical teams for smooth functioning.

• Maintain excellent customer service and encourage repeat visits.

### Key Skills

• Excellent communication and interpersonal skills

• Customer-friendly and pleasant personality

• Complaint handling and problem-solving ability

• Teamwork and coordination

• Basic computer knowledge

• Confident interaction with children, families and adults

• Energetic, patient and service-oriented approach

### Qualification & Experience

• Graduate

• Freshers can apply.

• Customer service, hospitality, retail, mall, gaming or entertainment experience is an advantage.

### Working Requirements

• Willingness to work rotational shifts, weekends and public holidays.

• Presentable and well-groomed.

• Comfortable standing and interacting with guests for extended periods.

### KRA

• Guest satisfaction and experience

• Complaint resolution

• Guest interaction and engagement

• Service and safety compliance

• Floor management

• Package/promotion communication

• Team coordination

• Guest feedback and repeat visits

Ideal Candidate: Friendly, energetic, confident and customer-focused, with the ability to create a fun yet professional experience for every guest.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.