Customer Relationship Manager-Converge

4 days ago

Mumbai, Maharashtra, India timesjobs Full time
Customer Relationship Manager-Converge

Location:
Converge Bengaluru / Mumbai

Employment Type:
Full Time

Roles and Responsibilities
A hospitality professional with strong experience in catering sales, events and F&B sales including amenities and services. Experience of handling Room and F&B sales is an added advantage.

The desired candidate is expected to have at least 6 years of experience working in hotels overlooking sales operations in banquets/ catering, events and other F&B 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 Parks annual and monthly budgets.
Review budgets against performance with internal stakeholders.
Executes strategies for incremental revenue.

Sales Operations and Management

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

Leadership and Team Management

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.
Drive brand partnerships and alliances for enhanced client experience and incremental revenue.
Develop initiatives that impact people, process, productivity, and service levels.
Lead the business park team resources to train new and existing staff on various sales and upselling techniques.

Client Experience

Design and implement business park sales procedures and programs to ensure service consistency in all areas.
Work closely 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 from 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.

Academic, Professional Qualifications, and others

Three years or above Bachelors degree.
Six or more years of relevant experience in hotel companies with catering and F&B sales.
Strong Customer Service and employee focus are a must.
Good communication skills, excellent organizational skills, broad knowledge of business functions.
Demonstrated experience with continuous improvement initiatives and progressive mindset is highly desirable.

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