Engagement Associate

Purpose of the role

As an Engagement Associate in the local Operations team, the role is to provide a level of quality customer service unsurpassed in the hospitality industry. Through the establishment and maintenance of excellent client relations, you will act as the face of The Executive Centre for all of our in-house and external clients. You will have strong customer service instincts, an eye for detail and a tendency to always go the extra mile for our clients. Accountabilities/ Job Description

Daily Operations:

Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients needs or queries

Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear tone

Responsible for managing the office unit & PABX system setup and requests for all clients

Organizes postage and document courier services, handle mail, incoming & outgoing deliveries

Coordinates conference room bookings, refreshments for meetings and other special arrangements

Handles all secretarial and administrative duties for clients, as requested

Performs check in & check out process for all clients

Conduct up-selling and cross-selling to maximize revenue

Service Standards:

Ensures that clients requests and demands are met to the best of your professional ability. This includes the handling of all inquiries, complaints and feedback

Establishes and offers input on improvement to service standards, in liaison with the Centre-in-charge

Ensures that the Centres service standards are maintained at all times

Internal:

Develop rapport and professional business relationships with fellow colleagues and stakeholders

Support local Operations to maximize profitability, efficiency and productivity

Key Performance Indicators/Job Requirements

KPIs:

Client satisfaction

Meet and greet clients in professional and friendly manner

Answer all incoming phone calls in a timely and professional manner (within 3 rings)

Ensure to put client requests as a priority and that all clients are both satisfied and we have exceeded their expectations

Ensure all centre service standards are maintained at a premium level

Proactively up-sell TEC services for more SIR, maximising revenues and company profitability

Job Requirements:

A minimum of two years customer service and administrative experience gained either in a Hotel Front Desk/Club Floor environment

Customer-oriented with excellent interpersonal and communications skills, with an open mind to changes

Good team player with a positive attitude and ability to work under pressure, juggling a variety of tasks

Fluency in English and another mainstream local language, depending on location

Good telephone manner and ability to perform secretarial tasks under deadlines

Able to handle correspondences and inquiries

Knowledge of Microsoft Word, Excel, & PowerPoint

Able to work overtime occasionally