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 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

Responsibilities

• 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 Centre's 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