Guest Relations Executive

Role Overview

The Guest Relations Manager (GRM) is responsible for the overall member experience at Grand Poker Arena. This is a senior hospitality role that goes well beyond front-desk management — the GRM builds genuine relationships with members, anticipates their needs, personalises their experience, and ensures that every visit to GPA leaves them wanting to come back.

This role requires someone with natural charm, emotional intelligence, and the kind of presence that makes people feel at ease. You will manage the Receptionist team, own the member journey from arrival to departure, and work closely with the General Manager to continuously elevate the standard of hospitality at GPA.

If you understand instinctively what makes people feel valued — and you take genuine pride in delivering that — this role is for you.

Key Responsibilities

1. Member Experience Ownership

• Own the end-to-end member experience at GPA — from the moment they arrive to the moment they leave.

• Ensure every member is greeted personally and warmly — and that regular members are recognised and acknowledged by name.

• Build and maintain genuine relationships with GPA's member base — understanding their preferences, game types, and expectations.

• Proactively identify opportunities to enhance the experience — a preferred seat, a preferred drink, a personal touch that makes the visit memorable.

• Gather and act on member feedback — communicating themes and insights to the GM to drive continuous improvement.

2. Receptionist Team Leadership

• Directly manage and mentor the Receptionist team — setting standards, conducting briefings, and monitoring performance.

• Ensure the reception desk is always staffed, presentable, and operating at GPA's standards.

• Train Receptionists on member interaction, check-in procedures, documentation, and hospitality standards.

• Conduct regular performance conversations and flag development needs to the GM.

3. VIP & High-Value Member Management

• Identify and maintain a close relationship with GPA's most valuable and frequent members.

• Coordinate special arrangements for VIP members — preferred seating, personalised F&B preferences, priority communications.

• Ensure VIP members are proactively informed of upcoming events, tournaments, and exclusive club news.

• Handle any complaints or concerns from high-value members personally — with speed, discretion, and genuine care.

4. Event & Tournament Hospitality

• Lead the guest experience during GPA events and The Grand tournament days — coordinating hospitality, registration, and member flow.

• Ensure the club's hospitality standard is elevated — not just maintained — on event days when foot traffic and expectations are at their highest.

• Coordinate with the F&B Director and Floor Manager to ensure seamless service during events.

• Manage guest lists, invitations, and RSVPs for special events as directed by management.

5. Member Communications & Retention

• Support member communication initiatives — WhatsApp messages, event announcements, and personal follow-ups.

• Track member visit frequency and flag members who have been absent — initiate re-engagement outreach where appropriate.

• Coordinate with the Admin team to ensure member records, preferences, and documentation are accurate and current.

• Contribute to membership growth by delivering an experience that existing members want to talk about.

6. Front-of-House Standards

• Maintain the highest standards of presentation across all front-of-house areas — entrance, reception, waiting areas, and member facilities.

• Ensure all front-of-house staff are impeccably presented, professionally briefed, and reflect GPA's brand at all times.

• Conduct regular walk-throughs of the front-of-house experience from a member's perspective — and act on what you find.

What We Are Looking For

Essential

• Minimum 3–5 years of experience in a premium hospitality, guest relations, or member services role.

• Proven ability to build and maintain genuine relationships with high-value clients or members.

• Exceptional interpersonal and communication skills — in English and Kannada; Hindi is an advantage.

• Natural leadership presence — able to set the standard and inspire the Receptionist team to meet it.

• High emotional intelligence — reads a room, reads a person, and responds accordingly.

• Impeccable personal presentation — you represent the brand.

Strongly Preferred

• Prior experience in a members-only club, luxury hotel, premium lounge, or VIP hospitality environment.

• Experience managing a small front-of-house team.

• Comfort in a late-night, premium entertainment environment.

• Exposure to CRM tools, member management systems, or guest experience platforms.

Personal Attributes

• Genuinely people-first — you find real satisfaction in making someone's experience exceptional.

• Warm but authoritative — members love you, and your team respects you.

• Discreet — you handle member information and preferences with complete confidentiality.

• Proactive — you do not wait to be told when something needs to be better.

• Resilient — high-pressure evenings, demanding members, and back-to-back events do not rattle you.

Reporting Structure

The Guest Relations Manager reports directly to the General Manager and is the senior front-of-house authority at GPA. The Receptionist team reports to the GRM. On event days, the GRM works in close coordination with the Floor Manager and F&B Director to deliver a unified member experience.

What GPA Offers

• A senior, high-visibility role at Bengaluru's most premium poker club — shaping the experience of GPA's most valued members.

• The autonomy to build genuine relationships and make real decisions about how members are treated.

• Competitive compensation commensurate with experience.

• A professionally run, ambition-driven organisation with a clear vision — and a leadership team that values great hospitality.

• The opportunity to be a defining part of GPA's identity as it grows into India's most respected poker brand.

How to Apply

Interested candidates should send their CV and a brief note on their relevant experience to:

info@gpaentertainment.in

+91 89515 24449

Subject line: Application — Guest Relations Manager, GPA

Only shortlisted candidates will be contacted. All applications are treated in strict confidence.