Guest Relations Specialist

The Executive Centre; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

The Executive Centre is seeking an Engagement Associate to join the local Operations team in Bengaluru. You will be the face of the centre for in-house and external clients, delivering exceptional customer service with meticulous attention to detail and a willingness to go the extra mile.

The role requires at least two years of customer service and administrative experience in hospitality, excellent interpersonal and communication skills, and fluency in English plus a local language.

Qualifications

• Minimum two years customer service and admin experience in hospitality
• Customer-oriented with excellent interpersonal and communication skills
• Good team player with ability to work under pressure
• Fluency in English and another local language
• Good telephone manner and ability to perform secretarial tasks under deadlines
• Proficient in Microsoft Word, Excel, PowerPoint

Responsibilities

• Maintains high level of alertness and professionalism at front counter
• Handles telephone calls in a cheerful, clear tone
• Manages office unit and PABX setup for clients
• Organizes postage, courier services, mail and deliveries
• Coordinates conference room bookings and meeting refreshments
• Performs secretarial and administrative duties for clients
• Performs check-in and check-out for clients
• Conduct up-selling and cross-selling to maximise revenue

Skills

Customer service

Interpersonal skills

Communication

Team player

English fluency

Phone manner

Tools

Microsoft Word

Excel

PowerPoint

Job description

As an Engagement Associate in the local Operations team, the role is 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 a tendency to always go the extra mile for our clients.

Job Requirements:

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

Responsibilities

• Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients’ needs or queries
• Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear tone
• Responsible for managing the office unit & PABX system setup and requests for all clients
• Organizes postage and document courier services, handle mail, incoming & outgoing deliveries
• Coordinates conference room bookings, refreshments for meetings and other special arrangements
• Handles all secretarial and administrative duties for clients, as requested
• Performs check in & check out process for all clients
• Conduct up-selling and cross-selling to maximize revenue

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:
• Develop rapport and professional business relationships with fellow colleagues and stakeholders
• Support local Operations to maximize profitability, efficiency and productivity