Hiring Guest Relationship ManagerSenior Manager with Top IT MNC in Hyderabad

Job Description

Hi,We are hiring for Client Visit/Guest Relationship Management role for one of our premium client in Hyderabad.Role: Senior Manager - Client VisitExperience: 10 yearsLocation: HyderabadMust have Telugu proficiency.Education qualification: 10 23 i.e. Full time Diploma/Graduate / Post Graduate /engineering in any discipline. Preferably (Hospitality /Hotel Management/ Food Technology discipline). Ensures seamless delivery of a track or multiple tracks ( board room management, client visits, events or logistics) of hospitality service in a location WITH the objective of achieving customer satisfaction at all times WITHIN the guidelines of company standards and normsHandle guestcomplaints, assist with the check-in process and explain all facility amenities.Coordinating and multi-tasking job dutiesin a busy environment.Ensuring and providing flawless, upscale, professional and high class guest service experiencesAnalyzing customer feedback and providing strategic direction to continuously improve overall rating. BAU Reporting, Consulting & AdvisoryOperations ManagementPlan monthly expenses and share data for yearly budgetingMonitor client visits, events and logistic arrangementsReview invoices on a periodic basisMonitor smooth operations of group bookingsMonitor upkeep and maintenance of corporate floors, meeting rooms, company cars, GHs, and ensure optimum utilizationMonitor IFM resources for timely delivery and closure of requestsContinual improvement of service standards utilizing tools e.g. GSDsPolicy, Procedure and AuditAssist with and provide inputs for policy and procedure documentFace location audits and assist with closure of pointsCarry out monthly GH audits to ensure upkeep and maintenance of GHs as per CTS standards. Share observations with vendors for necessary action and improvement. Follow up with vendors for closure of audit pointsCarry out quarterly airport mock drills to audit cab vendor performance and quality of serviceShare observations with vendors for necessary action and improvementFollow up with vendors for closure of audit pointsAdhere to policy and procedures of hospitality services at all timesProcess Review and ReportsMaintain and generate monthly and quarterly reports as per timelinesPublish MIS reports as per timelinesEnsure standard process of the function is followedAttend the weekly process review calls driven by the manager and horizontal leadFollow up with vendors for daily reportsEnsure IFM resources maintain and generate daily/weekly/monthly reports e.g. daily booking sheet, daily and monthly client visits report etc.Vendor ManagementShare daily requirements with vendors and ensure timely delivery of cabs, ODC arrangements, gift supply etc.Monthly review with all vendors on performance and qualityMonitor vendor performance metricsTimely clearance of vendor invoicesMonitor if SLAs are met by vendorsPeople Management & Team ManagementCollaborate and coordinate with other support functionsEnsure equal distribution of work amongst team members and ensure seamless operations in absence of any colleague.Provide adequate and periodic guidance to the team to ensure consistent performance and scalability.Promote team unity and collaboration.Provide an open feedback session for your respective teams.Work closely with the teams to provide motivation and encouragementTraining needs for the individual and team to be identified and planned.Knowledge ManagementCreate knowledge articles on standard operating procedures to be followedArrange KT sessions for new joinersGuide new team mates (IFM) on the knowledgeProcess Adherence/Optimization/ Automation / InnovationLiaise with technical team for any operational issuesAssist with application enhancements based on daily operationsResponsible for optimization of company cars and guest house utilizationParticipate actively in InnovationsAlign the team to continuous process changesFollow process set for the horizontal and ensure IFM resources are in line with the company standards/processesClient ExperienceResponsible for customer and leadership satisfaction and delightResponsible to improve customer satisfaction rating for the services providedRegional flavors to be incorporated in the daily operationsLiaise with customers for timely execution of tasksContinuous connect with projects to understand their requirement and ensure implementationAdherence to customer communication etiquettes.If interested Please DM or send me your CV to hidden_email

Keyskills :
guest relationship managementguest handlingguest satisfactionguest serviceguest relations