Community Manager

Job profile:

• Qualification : Prefer BHM/Bachelors Degree
• Industry Type : FM Services, Hotel
• Overall Experience : 4-6 years
• Industry Experience : 4-5 years
• Technical Skills : Computer knowledge
• Behaviors : Teamwork, learning attitude, handle multiple tasks & positive thinking

Job Aim:

The Community Manager is responsible for directing and administering the operational efforts of the Front office. This individual ensures that established policies and procedures are followed, oversees provision of a full range of services to visitors and employees, who are promptly and professionally served.

Competencies

• Excellent communication skills.
• Strong customer service drive.
• Pro - active problem-solving skills.
• Exceeding customer satisfaction.
• Excellent time management/ Able to work flexible hours.
• Quick learner and ability to motivate self & others.
• Proven working experience as a Community Manager / FM industry.
• Confidently able to present to clients.
• Hands-on experience in using visitor management software and MS office.
• Strong team player within a customer service team environment.
• Providing flawless, upscale, professional service
• Adaptable, composed, flexible with strong Mental Resilience

Responsibilities

Key Operations delivery

• Manage the Front Office in most professional manner, directing and coaching staff to ensure pleasant experience to all visitors.
• Greet VIP clients/visitors on arrival at front office and as directed, perform special services for VIP Guests/client. Provide safety briefing and assist in VIP’s arrival/departure in absence of guest relation officers.
• Assist clients/visitors in self-check-in.
• Assisting with special needs of visitors with disabilities.
• Having prior information of arriving clients/visitors and ensure all necessary arrangements at Site are done as per requirement.
• Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival.
• Handling complaints/feedbacks from client/visitors/sponsors and other related problems and communicate to next level as per escalation matrix.
• Ensure updated welcome presentation is displayed for the client visits and all the equipment are in working condition.
• Ensure all relevant communication is updated and always displayed, at the Front office, as per the guidelines issued by Accenture from time to time.
• Check cleanliness of lobby, lifts and public areas, lights and as well as front office staff in proper grooming and behavior.
• Ensure all equipment and hardware at the Front Office is working and there is zero downtime. Escalate as necessary for rectification.
• Provide assistance in general administrative activities as required.
• Ensure FO handles all incoming and outgoing calls in professional & polite manner.
• Co-ordinate with all departments including Events Team to address all the concerns and other arrangements to maintain Front Office functions properly.
• Ensure Accenture specific processes/manual is followed.
• Manage/track amount collected for temporary badges.
• Ensure compliance of regulations/requirements of JLL management.
• Participate in Emergency Evacuation procedures including crisis management and business continuity.
• Develop the necessary policies and procedures required for all functions within the scope of Front Office.
• Responsible for ensuring availability of safety and Accenture directory signage.
• Preparation of all required reports/participation in internal/external audits in respect of Front Office.
• Ensure training of front office /CX staff as per relevant training calendars.
• Manage Front Office Executive and Experience Ambassador rosters and ensure complete handing/taking over.
• Govern overall performance of Front office executive & Experience Ambassador as per defined roles & responsibilities.
• Conducting Bay Connects/ Focus Connects/Safety Champion connect as per the schedule.
• Connecting with the Leadership and Senior Managers to understand any concerns proactively and to build rapport.
• Conducting monthly Food Committee Meetings (FCM) and closing the issues raised in a timely manner.
• Analyzing results/outcomes of monthly connects and updating the leads.
• Following up on the open points raised during any connects till closure.
• Conducting the POY surveys on regular basis and analyzing the results to understand the root cause and enable implement corrective and preventive actions areas.
• Communicating the plan of action /closure to the projects/teams in respect of observations from Bay Connects, Focus Connects, Safety Champion connects, FCMs and Senior Management Connects.
• Documentation and escalation of COVID protocol violations as per the guidelines.