GM/AGM - Client Servicing - Hospitality

GM/AGM (CLIENT SERVICING)

ROLES AND RESPONSIBILITIES OF GM/AGM (CLIENT SERVICING)

Position General Manager /Assistant General Manager(Client Servicing)

Reporting to: Executive Director (South) - Offices

Role & Responsibilities:

1. Client Relationship & Customer Satisfaction :

- Meeting tenants weekly from the buildings assigned to the individual.

- Resolution to be shared with tenants within 48 hours & recording feedback from tenants.

- Introduce at least one initiative every quarter towards enhancing tenant relationship / customer satisfaction.

- Liaison with the leasing team members and work thoroughly on specific tenants aligned, to ensure complete guest history is available with all stakeholders.

- Identify opportunities for business growth while interaction with tenants & simultaneously keeping leasing account managers in loop.

- Liaison with the customer care department to ensure all Knowcross (Complaint Management System) complaint of the tenant & their history is maintained in an orderly manner.

2. Soft Services Monitoring & Implementation :

- Carry out daily BOH and FOH walk rounds, ensuring the building fabric is in good order, noting any defects. Coordinate with the building operations team & follow up on action items. Minimum of 3 buildings to be covered every month.

- Defining benchmarks & setting standards of Soft Services Activities across the North portfolio.

- Specific focus on aesthetic improvement, identifying opportunities for enhancing aesthetic value with strong coordination along with the DAC team.

- Liaison with the operations team for implementation of all soft service initiatives.

3. Digitization Solutions & Content Management :

- Identify opportunities to introduce concepts of automation to enhance overall building efficiency, in terms of existing technologies used & possible enhancements within the current setup.

- Ensuring an ROI model is worked out for every automation investment done & should be building specific & asset specific.

- Working in close coordination with the technical teams to ensure quality checks of tasks executed.

- Create a knowledge bank by taking lead in vendor management & coordinating with all system integrators to ensure latest information on Building technology is available with us.

- Content Management - Aid marketing team in finalizing content to be played on inhouse digital screens, providing inputs relevant for that specific site.

4. Tenant Interaction & Satisfaction :

- Ensure 100% calls received at customer care are logged in the application.

- Timely Tenant resolution provided by monitoring Job closure duration and escalations status of buildings.

- Coordination with building teams for appropriate closure of jobs.

- Enhance Knowcross application usage among tenants by conducting refresher trainings.

- Conducting refresher Trainings for Call Management application usage for staff.

- Application Management (Call Management System)

- Managing/Creating new ids for tenant and staff.

- Updating(addition/deletion) tenant location in the application.

- Handling all the queries from staff and Tenants related to application usage.

- Device authorization for staff.

- Coordinating with building team and Knowcross vendor to address all issues related to the Application.

- Tracking and collating database (e-mail id) for the visitors in North buildings. The database is to be enhanced and is to be utilized for all marketing and promotional activities.

- Compiling and sending daily dashboard.

- Monthly Analysis of complaints to provide gap areas which will enable building team/management to take corrective measures. Building teams to plan corrective actions for non-occurrence.

- Preparing and presenting monthly data with analysis for Management review (MAMR, CAT presentation, Prevalent Tenant Analysis).

5. Collections :

- Collection to be above 98 %, month-on-month basis.

- Weekly Meeting with commercial officer deputed in all buildings, respectively.

- Meet the tenants to understand issues related to collections & ensure timely resolutions.

6. MARS :

Budget :

- Yearly budget for Signage & BTL Billing.

- Budgeting on existing signage leases & expected ones.

- To make business assumptions on BTL activities in offices.

- To make business assumptions on shoots in and outside buildings and roads.

- Business assumptions on upcoming buildings.

Signages :

- To ensure smooth operations of existing signage contracts.

- To ensure compliance, government permissions of all the signages along with legal team.

- To make sure billing & collection of fixed signages contracts.

- To explore new opportunities and innovations in signages along with DAC team.

- Monitoring of signages, occupancy tracking of every media.

- Design & technical related approvals.

- To ensure smooth business relations with all consolidators.

BTL :

- To pitch various brands for business development.

- Meeting marketing teams of brands to pitch for inside offices activities.

- Meeting various advertising agencies to pitch for BTL business, technical and non-technical recce etc.

- To build relationship with Line producers to generate business for commercial films & ad shoots.

- To build relationship with Marathon agencies to generate business from Marathons.

- Agreement executions, police permissions and billing.

- To ensure smooth business relations with all stakeholders.

Compliance & Billing:

- To ensure municipal permissions of all the media formats.

- To ensure vendor payments to respective govt bodies and to maintain a record of this.

- To ensure the media is placed according to the bylaws of municipal.

- To ensure smooth billing of all signage and BTL billing along with finance.

- To ensure collection from all consolidators.

- To look after Outstanding related issues.

Qualifications & experience:

- Hotel Management / Hospitality Management

- From Front Office / Accommodation background

- Exposure of managing large teams / Customers

- Exposure to Crisis management / Risk mitigation

- 12 -15 years of experience with reputed Hotels

Personal Traits & Competencies:

- High Customer orientation

- Strong administrative ability

- Systems & process orientation

- Eye for details

- Energetic & hands-on

- Good interpersonal & communication skills

- Self-driven

- Excellent leadership skills to manage teams