Engagement associate

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.
Job Requirements
: A minimum of two years customer service and administrative experience gained either in a Hotel Front Desk/Club Floor environmen
t Customer-oriented with excellent interpersonal and communications skills, with an open mind to change
s Good team player with a positive attitude and ability to work under pressure, juggling a variety of task
s Fluency in English and another mainstream local language, depending on locatio
n Good telephone manner and ability to perform secretarial tasks under deadline
s Able to handle correspondences and inquirie
s Knowledge of Microsoft Word, Excel, & Power Poin
t Able to work overtime occasionall
y
Responsibiliti
es Maintains a high level of alertness and professionalism at the front counter by anticipating and responding to guests and potential clients’ needs or queri
es Handles all telephone calls in a professional and efficient manner which includes exuding a cheerful and clear to
ne Responsible for managing the office unit & PABX system setup and requests for all clien
ts Organizes postage and document courier services, handle mail, incoming & outgoing deliveri
es Coordinates conference room bookings, refreshments for meetings and other special arrangemen
ts Handles all secretarial and administrative duties for clients, as request
ed Performs check in & check out process for all clien
ts Conduct up-selling and cross-selling to maximize reven
ue Service Standard
s: Ensures that clients’ requests and demands are met to the best of your professional ability. This includes the handling of all inquiries, complaints and feedba
ck Establishes and offers input on improvement to service standards, in liaison with the Centre-in-char
ge Ensures that the Centre’s service standards are maintained at all tim
es Interna
l: Develop rapport and professional business relationships with fellow colleagues and stakeholde
rs Support local Operations to maximize profitability, efficiency and productivi
ty
Qualificati
ons
 Client satisfac
tion Meet and greet clients in professional and friendly ma
nner Answer all incoming phone calls in a timely and professional manner (within 3 ri
ngs) Ensure to put client requests as a priority and that all clients are both satisfied and we have exceeded their expectat
ions Ensure all centre service standards are maintained at a premium l
evel Proactively up-sell TEC services for more SIR, maximising revenues and company profitabi
lity