Guest Relations Manager / Escalation Manager

As a Citizen Center Operations Manager, your role involves managing citizen affairs and effectively handling Citizen Center operations for the project. Your key responsibilities include: - Leading Citizen Connect sessions on a monthly basis, engaging with residents on a one-on-one basis, and providing effective handholding to customers in the post-possession stage. - Driving citizen engagements and connect sessions in the city through various forums, channels, events, activities, and town halls. - Coordinating with different departments to ensure effective resolutions of all citizen concerns, including monitoring and interacting with social media for citizen feedback. - Driving loyalty sales through citizen engagements. - Leading, mentoring, and training your team to ensure a positive customer experience at all touchpoints. - Monitoring social media for complaints and ensuring timely and effective resolution. - Publishing information on successful events, highlighting positive customer experiences and positive feedback from citizens on social media platforms. - Maintaining healthy Customer Satisfaction (CSAT) metrics, including post-possession and Key Handover (KHO) effectiveness. - Ensuring 100% compliance in Know Your Customer (KYC) processes. - Managing and guiding team members as necessary. Qualifications: - Any Graduate / Post Graduate Required Skills: - Minimum 6-8 years of experience in Hospitality, Airlines, or Real Estate industry.,