Guest Relation Executive

Location - Prabhadevi/Worli

About the Company:
SILA is a Real Estate platform driven by an entrepreneurial spirit. Our businesses include Real Estate Services which offer Facility Management, Contracting Solutions, and Real Estate Advisory. Our other businesses are Real Estate Development and Real Estate Asset Management. Over the past decade, we've executed an impressive expansion, effectively managing over 150 million square feet of assets, with a dedicated workforce of over 18,000 professionals spread across the nation.

About the Culture:

Our values are important to us, and anyone who joins us is expected to not only adhere to them, but also to elevate them. Even though we have listed down the job description, we are dynamic in our approach and some ambiguity with regards to the role & responsibilities, is to be expected. The organization is not hierarchical, even though we do have designations for each role, we expect everyone to roll up their sleeves when required and get the work done.

About the Role:
Greeting and welcoming residents, clients & guests warmly and professionally, offering assistance and advice as needed. Conducting rounds in the lobby during peak hours to ensure smooth operations and personally greeting residents. Responding promptly to internal and external calls, emails, and inquiries, collaborating with relevant departments to resolve issues efficiently. Analysing data and preparing daily call log summaries and monthly MIS reports. Utilizing helpdesk software to acknowledge and ensure timely closure of raised tickets. Communicating courteously via telephone, email, and face-to-face interactions, handling complaints or crises effectively. Keeping accurate records of interactions and correspondence, including gathering resident feedback for necessary actions. Performing additional duties as assigned by the Property Manager to maintain property operations at an optimum level. Ensuring the cleanliness and tidiness of the reception area and keeping all necessary materials organized. Answering all incoming calls, redirecting them, or taking messages as appropriate. Drafting correspondence and preparing outgoing mail, as well as checking, sorting, and forwarding emails. Cooperating, coordinating, and communicating with other departments to ensure a good customer experience and taking customer feedback after every service request/complaint. Maintaining a hospitality outlook and always looking presentable. Taking ownership of requests or complaints and ensuring they are handled effectively within TAT (Turnaround Time). Responding to emergency situations and contacting the proper authorities when needed. Being familiar with lost and found procedures. Addressing concerns through daily checking of mails for priority requests. Ensuring closure of complaints by proper communication to stakeholders. Helping in activities like filing, checking, and maintaining inventory records, MMR (Monthly Management Reports), DMR (Daily Management Reports), complaint trackers, dashboard, etc. Updating the handover/takeover register before the end of the shift for all completed/pending tasks. Managing and participating in events, overlooking general maintenance and guest handling. Communication: Good communication skills with fluency in English and Hindi language is a must. Basic understanding of operating computers, mobile application MS Office (Excel, Word, Power Point, etc.) is also preferred.

Qualifications:
You need to have relevant educational background in hospitality with min 1-2 years of work experience OR 2-3 years of experience in Client/Customer Service facing roles. Willingness to work in flexible shifts, weekends and holidays is an added advantage.