Guest Service Supervisor (For Microbrewery Vertical) …, Malviya Nagar

1. Guest Delight & Service Excellence
· Ensure consistent delivery of exceptional guest experience across all guest touchpoints (arrival, dining, service recovery, departure).
· Personally oversee VIPs, repeat guests, influencers, and escalated guest interactions to ensure memorable experiences.
· Implement service recovery protocols to convert dissatisfied guests into promoters.
· Conduct daily floor observations and guest interactions to proactively identify improvement areas.
· Maintain brand service standards aligned with the organization’s hospitality ethos. 2. Customer Satisfaction, Feedback & Review Management
· Track and analyze guest feedback, online reviews, and in-house feedback forms on a daily/weekly basis.
· Ensure timely and professional responses to online reviews (Google, Zomato, etc.) in coordination with management.
· Identify recurring concerns and prepare actionable improvement reports for leadership.
· Maintain a monthly guest satisfaction score (GSS/NPS) and work toward continuous improvement.
· Drive positive sentiment and reduce negative reviews through proactive service intervention. 3. Consumer Concern Handling & Inter-Department Bridge
· Act as the primary bridge between guests, operations, kitchen, housekeeping, and management to ensure seamless service delivery.
· Handle guest complaints, special requests, and service breakdowns with ownership until closure.
· Ensure explicit communication of guest expectations to internal teams to avoid service gaps.
· Maintain a guest issue resolution tracker with root-cause analysis and preventive actions.
· Strengthen coordination to ensure faster turnaround time and zero repeat complaints. 4. Targets, Retention & Reelo (Loyalty Program Management)
· Drive guest retention and repeat visits through personalised engagement and loyalty initiatives.
· Manage and optimise Reelo loyalty program – enrollments, guest data accuracy, and engagement campaigns.
· Track repeat guest frequency, redemption patterns, and loyalty ROI.
· Achieve defined monthly targets related to guest retention, Reelo sign-ups, and satisfaction metrics.
· Build long-term relationships with high-value and loyal customers through recognition and customized experiences. 5. Marketing Collaboration, UGC & Brand Advocacy
· Coordinate closely with the marketing team to identify guests for user-generated content (UGC) opportunities.
· Encourage guests to share experiences via reviews, social media check-ins, reels, and testimonials.
· Support on-ground execution of marketing campaigns, activations, and influencer visits.
· Provide guest insights and feedback to marketing for experience-led storytelling and campaigns.
· Actively contributes to building the brand’s online reputation and community engagement through guest advocacy. Pay: ₹25,000.00
- ₹30,000.00 per month Benefits:
- Food provided Work Location: In person Apply on Kit Job: kitjob.in/job/4m9wps