Guest Relationship Executive - Female

A GRE is one point of person for the interaction of residents, customers & project for

resolution of the queries/complaints/ possession of the flats

Role

Key Accountabilities

Information on guidelines/ Sop’s & helping hands for the residents..
Booking of amenities if required
Manage entire helpdesk.
Keeping track of amenities booking payment if required
Submission of daily, weekly, fortnightly & monthly report.
Coordination with the customer

Operational Accountabilities

To receive and log calls/complaints/requests from client/staff.
To assign the queries / complaints to technical and soft services team immediately for resolution.
To track and close the complaints in coordination with respective stakeholders.
To ensure consistent and timely responses to client within defined TAT.
To analyse requests and complaints pattern and initiate corrective action on high TAT queries.
To generate and analyse report of complaints log v/s TAT on monthly basis.
To notify the facility manager / site team for any emergency situations.
To escalate unresolved complaints and queries to concerned authority for closure.
To maintain updated telephone list including emergency/ important stakeholders contacts for quick response.
To maintain the client contact details in the helpdesk module/software.
To provide service request responses to customer in appropriate manner within TAT.
To ensure logging in all the complaints in the helpdesk software.
To ensure adherence to company and client policies and SOPs.
Preparing of duty roaster in coordination with the site team.
Log the complaints to the service provider in case any equipment under breakdown
Submission of attendance for salary & billing .
Ability to work as part of a team.
Preparation & raising of demand letter to the customers
Follow up with the customer for the pending payment
Follow up with the customers for the possession of his/her apartments
Accompany with the customer to show the apartment
Intimation to the customer for fit out commencement

MIS and Reporting

MIS generation and Reporting on daily, weekly, fortnightly & monthly basis
Establish relations with clients, internal team & residents ability to perform required role & responsibility.

Educational Qualifications: Graduation

Experience:

Total Experience of 5+ years with GRE (Hospitability)
1-2 years of Hospitality Experience at Hotel Front Office or Guest Relations

Key Competencies:

Good communication skills in English and local language (verbal and written)
Familiarity with office machines like EPBX, printer, shredder.
Phone etiquettes
Presentable and well groomed
Customer management skills
Interpersonal skills
Team player
Proactive approach
Adaptive and accommodative to the site ambiance, environment and working culture.