Customer Relationship Manager

A hospitality/ FB professional with strong experience in catering sales, events and FB sales including amenities and services. Experience of handling Room and FB sales is an added advantage. The desired candidate is expected to have at least 6 years of experience of working in hotels overlooking sales operations in banquets/ catering, events and other FB related areas.Experience in creating a culture of customer service excellence.

Summary:

This role would require the person to work closely with City, corporate leadership and cross functional teams to ensure smooth sales operations and management of the Business Park.

Core Work Areas:

• Profitability and Revenue
• Maintain and reviews Business Park annual and monthly budgets.
• Review budgets against performance with internal stakeholders.

• Sales Operations and management
• Ensures effective sales management of all service outlets of the Business Park including amenities, concierge and FB related areas.
• Prepares and implement lobby and FB event strategies.
• Liaise with Marketing and Technology team for Business park sales promotions and events.
• Work closely with City training resource to ensure trainings systems and procedures are in place for sales and upselling.

• Work closely with Corporate, city resources and internal stakeholders to develop and execute business park sales strategy.
• Leads the Business park team to develop strong sales training and operational processes.
• Create a culture of continuous learning that brings operational efficiencies and incremental revenue.
• Develop KPIs and Metrics to drive revenue, productivity, process improvement and service levels.
• Driving brand partnerships and alliances for enhanced client experience and incremental revenue.
• Develops initiatives which impact people, process, productivity, and service levels.
• Leading the business park team resources to train new and existing staff of various sales and upselling techniques.

• Design and implement business park sales procedures and programs to ensure service consistency in all areas.Closely work with internal stakeholders and functions to ensure smooth functioning of all departments and collaboration in service.
• Develop and run periodic surveys related to service offerings to gain feedback of clients. Prepare strategies based on the feedback to improve product and service offerings.
• Utilize this data to develop trends and insights that will drive continuous improvement in the site performance.
• Motivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.