Guest Service Executive

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The Guest Service Executive is responsible for delivering exceptional customer service to all visitors of the mall. This role involves handling guest inquiries, providing directions and information, resolving complaints, and creating a welcoming environment to enhance the overall guest experience.

Role & responsibilities

• Greet and welcome guests courteously at various touchpoints (entrance, helpdesk, info kiosk, etc.).
• Provide accurate information about mall facilities, store locations, ongoing promotions, events, and services.

• Assist lost or distressed guests, including elderly, children, and differently abled individuals.
• Handle guest complaints promptly and escalate unresolved issues to the appropriate department.
• Coordinate with housekeeping, security, and maintenance teams to ensure guest comfort and safety.
• Maintain a log of guest feedback, suggestions, and complaints for management review.
• Ensure the helpdesk and guest service areas are clean, organized, and well-equipped with updated information.
• Assist in emergency situations and follow proper protocols as per mall safety guidelines.
• Distribute promotional materials, brochures, and assist during mall events.
• Maintain a pleasant and professional demeanor at all times.

Key Skills and Competencies:

• Excellent communication skills (English, Hindi, and regional language preferred)
• Strong interpersonal and problem-solving skills
• Positive attitude with a customer-first approach
• Good grooming and professional appearance
• Ability to stay calm and courteous under pressure
• Basic computer and reporting skills (MS Excel, Email, CRM tools)