Guest Relations Executive

We are looking for a proactive and energetic Executive – Operations to join our Mall Operations team. The ideal candidate will ensure smooth day-to-day functioning, deliver excellent customer service, and maintain high operational standards inside the mall.

Key Responsibilities

Customer Experience & Mall Hygiene

Maintain high standards of hygiene across all mall areas.

Oversee daily operations including housekeeping, guest services, and retailer coordination.

Handle VVIP guest movement professionally and smoothly.

Conduct regular inspections and ensure adherence to operational & customer service standards.

Work towards achieving 100% hygiene and customer service audit scores.

Provide accurate information and resolutions to customers.

Identify improvement areas to enhance customer satisfaction.

Vendor & Agency Management

Maintain performance records and evaluate vendors on delivery, quality, and cost.

Track manpower attendance and ensure optimum deployment.

Coordinate with outsourced agencies for manpower requirement and training.

Ensure timely and quality vendor service delivery.

Reports & MIS

Ensure timely, accurate submission of operational reports.

Maintain and monitor records of supplies.

Training & Development

Prepare training modules and conduct sessions for frontline staff.

Stay updated on operational trends and technology advancements.

Safety & Compliance

Ensure adherence to safety norms and company SOPs.

Ensure agency staff follow government and company regulations.

Maintain a safe and compliant working environment.

Skills & Attributes

Excellent communication skills (written & verbal)

Positive attitude and willingness to learn

Presentable, interactive, and customer-focused

Strong grooming standards

Performance-driven mindset

Physically fit and adaptable

Qualification

Graduation is mandatory

Hospitality management graduates preferred

Experience

2–5 years of experience in Mall/Hotel/Multiplex/Real Estate/Property Management roles