AddressGM/AGM (CLIENT SERVICING)
ROLES AND RESPONSIBILITIES OF GM/AGM (CLIENT SERVICING)
Position General Manager /Assistant General Manager(Client Servicing)
Reporting to: Executive Director (South) - Offices
Role & Responsibilities:
1. Client Relationship & Customer Satisfaction :
- Meeting tenants weekly from the buildings assigned to the individual.
- Resolution to be shared with tenants within 48 hours & recording feedback from tenants.
- Introduce at least one initiative every quarter towards enhancing tenant relationship / customer satisfaction.
- Liaison with the leasing team members and work thoroughly on specific tenants aligned, to ensure complete guest history is available with all stakeholders.
- Identify opportunities for business growth while interaction with tenants & simultaneously keeping leasing account managers in loop.
- Liaison with the customer care department to ensure all Knowcross (Complaint Management System) complaint of the tenant & their history is maintained in an orderly manner.
2. Soft Services Monitoring & Implementation :
- Carry out daily BOH and FOH walk rounds, ensuring the building fabric is in good order, noting any defects. Coordinate with the building operations team & follow up on action items. Minimum of 3 buildings to be covered every month.
- Defining benchmarks & setting standards of Soft Services Activities across the North portfolio.
- Specific focus on aesthetic improvement, identifying opportunities for enhancing aesthetic value with strong coordination along with the DAC team.
- Liaison with the operations team for implementation of all soft service initiatives.
3. Digitization Solutions & Content Management :
- Identify opportunities to introduce concepts of automation to enhance overall building efficiency, in terms of existing technologies used & possible enhancements within the current setup.
- Ensuring an ROI model is worked out for every automation investment done & should be building specific & asset specific.
- Working in close coordination with the technical teams to ensure quality checks of tasks executed.
- Create a knowledge bank by taking lead in vendor management & coordinating with all system integrators to ensure latest information on Building technology is available with us.
- Content Management - Aid marketing team in finalizing content to be played on inhouse digital screens, providing inputs relevant for that specific site.
4. Tenant Interaction & Satisfaction :
- Ensure 100% calls received at customer care are logged in the application.
- Timely Tenant resolution provided by monitoring Job closure duration and escalations status of buildings.
- Coordination with building teams for appropriate closure of jobs.
- Enhance Knowcross application usage among tenants by conducting refresher trainings.
- Conducting refresher Trainings for Call Management application usage for staff.
- Application Management (Call Management System)
- Managing/Creating new ids for tenant and staff.
- Updating(addition/deletion) tenant location in the application.
- Handling all the queries from staff and Tenants related to application usage.
- Device authorization for staff.
- Coordinating with building team and Knowcross vendor to address all issues related to the Application.
- Tracking and collating database (e-mail id) for the visitors in North buildings. The database is to be enhanced and is to be utilized for all marketing and promotional activities.
- Compiling and sending daily dashboard.
- Monthly Analysis of complaints to provide gap areas which will enable building team/management to take corrective measures. Building teams to plan corrective actions for non-occurrence.
- Preparing and presenting monthly data with analysis for Management review (MAMR, CAT presentation, Prevalent Tenant Analysis).
5. Collections :
- Collection to be above 98 %, month-on-month basis.
- Weekly Meeting with commercial officer deputed in all buildings, respectively.
- Meet the tenants to understand issues related to collections & ensure timely resolutions.
6. MARS :
Budget :
- Yearly budget for Signage & BTL Billing.
- Budgeting on existing signage leases & expected ones.
- To make business assumptions on BTL activities in offices.
- To make business assumptions on shoots in and outside buildings and roads.
- Business assumptions on upcoming buildings.
Signages :
- To ensure smooth operations of existing signage contracts.
- To ensure compliance, government permissions of all the signages along with legal team.
- To make sure billing & collection of fixed signages contracts.
- To explore new opportunities and innovations in signages along with DAC team.
- Monitoring of signages, occupancy tracking of every media.
- Design & technical related approvals.
- To ensure smooth business relations with all consolidators.
BTL :
- To pitch various brands for business development.
- Meeting marketing teams of brands to pitch for inside offices activities.
- Meeting various advertising agencies to pitch for BTL business, technical and non-technical recce etc.
- To build relationship with Line producers to generate business for commercial films & ad shoots.
- To build relationship with Marathon agencies to generate business from Marathons.
- Agreement executions, police permissions and billing.
- To ensure smooth business relations with all stakeholders.
Compliance & Billing:
- To ensure municipal permissions of all the media formats.
- To ensure vendor payments to respective govt bodies and to maintain a record of this.
- To ensure the media is placed according to the bylaws of municipal.
- To ensure smooth billing of all signage and BTL billing along with finance.
- To ensure collection from all consolidators.
- To look after Outstanding related issues.
Qualifications & experience:
- Hotel Management / Hospitality Management
- From Front Office / Accommodation background
- Exposure of managing large teams / Customers
- Exposure to Crisis management / Risk mitigation
- 12 -15 years of experience with reputed Hotels
Personal Traits & Competencies:
- High Customer orientation
- Strong administrative ability
- Systems & process orientation
- Eye for details
- Energetic & hands-on
- Good interpersonal & communication skills
- Self-driven
- Excellent leadership skills to manage teams
