Guest Relations Manager

About the role

Do you believe that first impressions last? As the first person that our visitors will see, it's important that you're conscious of your professional image-always feeling confident and looking your best (i.e., sticking to the dress code.) Your commitment to our brand promise of client service would be befitting, as you will deal with the varying demands of visitors and employees. In all your activities, you'll need to keep in mind that you follow the company's regulations and requirements. You should be adept in front desk and back-office processes good admin skills. Familiarity with occupational safety requirements and continuous improvement initiatives is also helpful for you to land this job. And if you can also match these abilities with a computer-savviness, then you might be the one we're looking for!

Responsibilities

• Developing and implementing strategies to enhance the overall experience of occupants in the facility, including employees, guests, and visitors.
• Develop and implement standard operating procedures to maintain cleanliness and hygiene standards.
• Manage and coordinate various soft services such as cleaning, pest control and landscaping within the account's portfolio & ensuring that these services are delivered to the expected standards and properly aligned with the needs of the organization and its occupants.
• Conduct daily routine walkthroughs and assessments of the soft services delivery to ensure ambassador's compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
• Provide guidance, training, and support to team members, ensuring high standards of performance and professionalism.
• Collaborate with external vendors and service providers for efficient delivery of soft services.
• Coordinate with internal teams to implement necessary improvements in soft services and human experience.
• Collaborating with various teams, such as operations, maintenance, and service providers, to ensure the seamless delivery of services aligned with occupant expectations.
• Building and maintaining good business relationships with occupants and stakeholders to understand their requirements and address any concerns or feedback.
• Monitor and evaluate the quality of services, addressing any issues or concerns promptly and taking corrective actions when needed.
• Utilizing data and analytics to gain insights into occupant preferences, trends, and satisfaction levels and to make data-driven decisions, identify opportunities for improvement.
• Proactively seeking opportunities for innovation and improvement in the human experience by staying updated with industry trends and best practices and leveraging technology and new strategies to continuously evolve and enhance occupant satisfaction and well-being.
• Implementing initiatives to enhance employee engagement and well-being within client premises such as wellness programs, work-life balance initiatives, diversity and inclusion efforts, and ongoing training and development to create a positive and supportive workplace culture.
• Prepare and submit regular reports on facility and team's service performance, including cleaning, pest control, and landscape maintenance.
• Lead a team of ambassadors, by setting governance through audits and mystery shopping
• Ensure the upkeep of the team's attire and adhere to the established grooming standards.
• Strive to continually improve experience service performance
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
• Event Management& Stakeholder Communication
• Track all event requests from initiation through completion, maintaining detailed records and status updates
• Liaise with stakeholders throughout the event lifecycle, providing timely updates on critical milestones
• Provide regular client updates on event progress, changes, and deliverables
• Coordinate with all parties (internal and external) to ensure successful event delivery
• Manage event timelines with clear accountability and milestone tracking Event Execution& Operations
• Support on-site events, conferences, promotions, functions, and briefings ensuring exceptional visitor experience
• Deliver end-to-end event support from pre-event planning through post-event analysis
• Supervise event setup and breakdown operations with attention to quality standards
• Monitor event progress and implement swift resolution for emerging challenges
• Ensure event locations are properly prepared and restored to pre-event condition
• Procurement &Vendor Management
• Execute procurement activities for events
• Maintain high-performing vendor partnerships ensuring adherence to servic

Additional Information

Guest Relations Manager

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