Website:
thespiritedspot.com
Job details:
Important Note :
We are hiring only candidates from the hospitality / F&B industry with prior experience in Cocktail Bars, Standalone Restaurants, or Star Hotel Properties
Guest Relations Manager
The Spirited Spot, Pune
Mail your CV on : connect@thespiritedspot.com
Company Overview
The Spirited Spot is an award-winning cocktail and culture destination known for blending elevated hospitality, immersive music experiences, and world-class mixology. With a strong identity built in Nagpur and an exciting expansion into Pune, The Spirited Spot is redefining nightlife and social dining through unforgettable guest experiences, curated events, premium cocktails, and community-driven hospitality.
At TSS, hospitality is not just service — it is connection, energy, and emotion.
Pune Address
The Spirited Spot
(A unit of Ovens & Barrels Clubs Private Limited)
Survey No. 25, Eleven West by Panchshil, Unit No. 1 & 2, Ground Floor,
Pan Card Club Road, Baner, Pune – 411045
📍 Google Location:
The Spirited Spot Pune Location
📸 Instagram Handle:
@thespiritedspotnagpur
Position Details :
Designation : Guest Relations Manager
Location :The Spirited Spot, Baner, Pune
Reporting To : Restaurant Manager / Operations Head
Employment Type : Full Time
Role Objective
To create and maintain exceptional guest experiences by managing guest interactions, reservations, customer engagement, VIP handling, and hospitality standards while building long-term guest relationships aligned with The Spirited Spot brand experience.
The Guest Relations Manager will act as the face of the brand on the floor and play a key role in enhancing customer satisfaction, guest retention, and community engagement.
Key Responsibility Areas (KRAs)
1. Guest Experience & Hospitality Excellence
Responsibilities
- Welcome and engage guests with warmth, professionalism, and energy
- Ensure every guest receives personalized attention and premium hospitality
- Create memorable experiences for repeat guests, influencers, and VIP visitors
- Anticipate guest expectations and proactively address concerns
- Maintain a strong floor presence during operational hours
- Ensure brand hospitality standards are consistently maintained
Key Metrics
- Guest satisfaction ratings
- Repeat guest percentage
- VIP guest retention
- Online review quality
- Guest feedback scores
2. Reservation & Table Management
Responsibilities
- Manage reservations, waitlists, and guest seating efficiently
- Coordinate with floor managers and service teams for smooth guest flow
- Optimize table allocation during peak hours
- Maintain guest database and reservation records
- Handle special occasions, celebrations, and guest preferences
Key Metrics
- Reservation accuracy
- Table turnaround efficiency
- Wait time management
- Reservation conversion ratio
- Peak hour seating efficiency
3. Guest Relationship & Community Building
Responsibilities
- Build long-term relationships with regular guests and high-value customers
- Engage with guests to understand preferences and feedback
- Maintain guest profiles and personalized engagement records
- Support guest engagement initiatives, events, and loyalty-building activities
- Collaborate with marketing teams during activations and campaigns
- Encourage social media engagement and community participation
Key Metrics
- Repeat customer growth
- Guest engagement levels
- Community participation rates
- VIP database growth
- Positive social mentions and reviews
4. Complaint Handling & Service Recovery
Responsibilities
- Professionally handle guest complaints and escalations
- Ensure timely and effective issue resolution
- Coordinate with operations teams to address service gaps
- Maintain calm and solution-oriented communication during difficult situations
- Track recurring concerns and suggest operational improvements
Key Metrics
- Complaint resolution time
- Guest recovery success rate
- Reduction in recurring complaints
- Escalation management efficiency
5. Coordination with Operations Team
Responsibilities
- Coordinate with restaurant, bar, kitchen, and service teams for seamless execution
- Ensure guest preferences and special requests are communicated properly
- Support smooth execution during events and peak operational hours
- Participate in daily operational briefings and guest planning discussions
Key Metrics
- Operational coordination efficiency
- Service execution quality
- Event guest satisfaction
- Internal communication effectiveness
6. Brand Representation & Hospitality Standards
Responsibilities
- Represent The Spirited Spot brand culture and energy on the floor
- Ensure grooming, communication, and presentation standards are maintained
- Build a welcoming and vibrant atmosphere aligned with TSS identity
- Maintain professionalism while managing high-energy nightlife operations
- Support influencer visits, media interactions, and special guest experiences
Key Metrics
- Brand experience consistency
- Grooming and presentation compliance
- Guest engagement quality
- Social and influencer feedback
Desired Candidate Profile
- Strong experience in Guest Relations, luxury hospitality, nightlife, or premium dining
- Excellent interpersonal and communication skills
- Strong understanding of guest psychology and hospitality etiquette
- Ability to handle high-pressure operational environments
- Confident, energetic, and people-oriented personality
- Strong problem-solving and relationship management skills
- Passion for hospitality, music, food, cocktails, and social experiences
- Prior experience in restaurants, bars, lounges, hotels, or hospitality brands preferred
Preferred Qualifications
- Bachelor’s degree or diploma in Hospitality Management, Hotel Management, Business Administration, or related field
- 2–5 years of relevant hospitality or guest relations experience
- Experience in premium hospitality or nightlife industry preferred
Why Join The Spirited Spot?
- Opportunity to work with one of Central India’s most recognized cocktail and culture brands
- Dynamic and creative work environment
- Exposure to premium hospitality and nightlife operations
- Growth opportunities with expanding business verticals
- Culture focused on experiences, innovation, music, and community building
Click on Apply to know more.