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. .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

1. PVR INOX Limited, Pavillion PVR,Heritage INOX Pune