Corporate Lifestyle Manager Job in The Grand Group

Required a Corporate Lifestyle Manager

• Division Concierge
• Reporting to Team Lead
• Hours of work 8am to 5pm / 1pm to 10pm
• CTC Range 33K In hand
• Location Kolkata
• Experience Required 2 to 4 Years.

Job Summary

Our private clients ( Members ) are based around the globe, and place a variety of lifestyle & leisure-related requests for assistance with our Member Assistance team.

For every Dedicated Membership sold, we appoint a local dedicated Key Manager to ensure that tailored, customized, proactive & reactive communication flows between Member and their Manager, ensuring the Member feels as though they are receiving the 1:1 personalized service they have been sold and expect.

Main duties & responsibilities to include but not limited to:

The Manager will be responsible for delivering & maintaining exceptional service levels by:

• Meeting with their Members at initial introduction to service & intro to Manager stage, and at any other stage throughout the membership as requested by the Member with a view to really getting to know the member;
• Creating and maintaining appropriate member profile groupings by interest, likes & dislikes; to provide a data mine of relevant and up to date information;
• Offering customized, personalized, tailored suggestions when fulfilling requests, in accordance to their known preferences & likings exhibiting good member relationships & genuine care for their welfare;

General Member Assistance-related:

Proactively handling all incoming lifestyle & leisure-related requests & inquiries from members in accordance with the company standard Golden Rules of Member Assistance

Request Management:

Adhering to Company standard phone greeting with appropriate member address & consistent levels of courtesy;

• Selecting appropriate form of member communication based on effectiveness, swift resolution, & members preference;
• Keeping member updated regularly, set deadlines for updates & meet them or provide new update deadline in advance of current one expiring;
• Providing realistic & on-the-spot assessment of timeframe in which to complete request & manage expectations accordingly;
• Taking ownership of request attempt to complete in 1 shift;
• Logging each and every action in Q Force CRM database aim for your colleagues to be able to take over from you in your absence;
• Following up with member post-request & obtain feedback and communicating to relevant parties (Line Manager, Bus Dev, Supplier directly);
• Keeping file in Q Force CRM database up to date and complete mandatory fields, prior to closing accurately as per type & conclusion of request;
• Updating member information in Member Record in Q Force additional notes of preferences & profile, passport, ID card #, mileage cards, preferred guest program
• Liaising with Head of Member Assistance to ensure all Q Force-related, resulting from management reports, is updated & corrected according to instruction within the agreed upon deadline.

Request Fulfillment

• Providing quality suggestions in keeping with Q-standard & after cross referencing to check accuracy of information;
• Asking intelligent, category-related questions become familiarized with category criteria so it becomes 2nd nature (what questions to ask when receive certain request types to ensure in line with members needs);
• Obtaining member s criteria at first contact avoiding time delays due to missing data;
• Taking initiative & Going the Extra Mile anticipate additional services & requirements depending on request type (hotels, airport transfers, spas, early/late check in, restaurant reservations);
• Sending clear final email confirmations to include all details of booking (contact person, booking reference, cancellation policy).
• Intensive & extensive phone and email-based correspondence.

Job Requirements

• Excellent written & oral communication fluent English a MUST. Cantonese & Mandarin or other Asian languages advantageous.
• Passionate about customer service & delivering service excellence.
• Excellent client empathy.
• Can-do attitude ready to get involved at all times.
• Fast learner adapting to new processes in rapid change climate.
• Creative problem solving & top notch organizational skills with attention to detail.
• Confident, with the ability to prioritize, delegate and meet deadlines working under pressure.
• Proactive & reactive simultaneously know the client base and anticipate their needs, show initiative.
• Ability to remain calm & courteous under pressure, and effective conflict management.
• Outstanding project management skills effectively manage requests from initiation to completion.
• Self-starter & own manager work autonomously.
• Strong IT & CRM systems skills (Q Force, Microsoft Office etc).
• Good team player displays compassion towards fellow colleagues.
• Excellent interpersonal skills outstanding telephone manner.
• Mature approach, dedicated and committed with a strong drive, independent.
• Reliability excellent time keeping is crucial to this role.
• Polished appearance.
• Experienced in dealing with confidential information using discretion and sensitivity at all times.