Engagement Manager

Bangalore, India Date posted: 07/19/2019

As an Engagement Manager in the local Operations team, the role is to lead the Customer Service team to provide a level of quality customer service unsurpassed in the hospitality industry. Through the establishment and maintenance of excellent client relations, you will act as the ‘face’ of The Executive Centre for all of our in-house and external clients. You will have strong customer service instincts, an eye for detail and tendency to always go the extra mile for our clients.

Job Description

Daily Operations:

  • Supervises and leads the Engagement Associates team to ensure that they perform their job duties to a high standard at all times
  • Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients’ needs or queries
  • Responsible for the scheduling of check-in and check-out processes within the centre
  • Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear tone
  • Organizes postage and document courier services, handle mail, incoming & outgoing deliveries
  • Coordinates conference room bookings, refreshments for meetings and other special arrangements
  • Manages the general procedures and checks concerning daily operations
  • Supervises the cleaning and maintenance program of the local centre
  • Handles all secretarial and administrative duties, as requested
  • Assists management with operational training as required
  • Conducts up-selling and cross-selling to maximise revenues

Service Standards:

  • Ensures that clients’ requests and demands are met to the best of your professional ability. This includes the handling of all inquiries, complaints and feedback
  • Establishes and offers input on improvement to service standards, in liaison with the Centre-in-charge
  • Ensures that the Centre’s service standards are maintained at all times

Internal:

  • Develops rapport and professional business relationships with fellow colleagues and stakeholders
  • Supports local Operations to maximise profitability, efficiency and productivity
  • Leads by example and motivates all Client Service Associates to continuously improve

Job Requirements

  • A minimum of three years customer service and administrative experience gained either in a Hotel Front Desk/Club Floor environment
  • Customer oriented with great interpersonal and communications skills, with an open mind to changes
  • Good team player with a positive attitude able to work under pressure, juggling a variety of tasks
  • Fluency in English and another mainstream language, depending on location
  • Good telephone manner and able to perform secretarial tasks under deadlines
  • Able to handle correspondences and inquiries
  • Knowledge of Microsoft Word, Excel, & PowerPoint
  • Able to work overtime occasionally

Please send us your application to Ms Geetu: Geetu_Lalwani@executivecentre.com

Complete the form to apply for the job.