Guest Service Associate

Key Responsibilities (KRAs)

1. Guest Service

• Welcome guests with a warm and professional attitude.
• Assist customers with seating and menu recommendations.
• Ensure every guest receives prompt and courteous service.
• Build positive relationships with regular customers.

2. Customer Experience

• Resolve guest complaints promptly and professionally.
• Escalate unresolved issues to the Store Manager.
• Collect customer feedback and suggest service improvements.
• Ensure guest satisfaction before they leave the café.

3. Sales Support

• Promote ongoing offers, loyalty programs, and new products.
• Encourage upselling and cross-selling to increase average bill value.
• Support the team in achieving daily sales targets.

4. Store Operations

• Maintain cleanliness and hygiene in the guest area.
• Ensure menus, promotional materials, and displays are well maintained.
• Coordinate with kitchen and service staff for smooth order execution.

5. Billing & POS Support

• Assist customers with billing and payment queries.
• Support cash and digital payment processes when required.
• Ensure billing accuracy.

6. Compliance

• Follow food safety, hygiene, and grooming standards.
• Adhere to company SOPs and customer service guidelines.
• Ensure compliance with health and safety regulations.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score
• Guest Complaint Resolution Time
• Repeat Customer Rate
• Upselling & Cross-selling Achievement
• Service Quality Audit Score
• Mystery Audit Score
• Guest Feedback Rating
• SOP & Grooming Compliance

Locations- Inox Bund Garden / Inox Elpro Chinchwad / PVR Icon Wadarvadi / Viman Nagar / PMC Wakad / Heritage Mall Inox