Senior Manager - Employee Guest Service
- Compass Group
- 11 - 15 years
- Bengaluru
- 11 months ago
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Job Description
Roles and Responsibilities
Participate in regular meetings with the clients to discuss upcoming engagements/meetings.
To establish an effective service management system with measures and SLAs.
To monitor and check the standards of service, using both internal and external audits, observations and ad hoc feedback; report back to clients on a regular basis on our performance.
To be aware of the market place for customer care by visiting establishments with a reputation for high standards of service. Ensure trends are discussed with our client and reflected in the services offered as required.
To develop effective working relationship with all account clients, acting as the trusted partner for all areas of client service / interaction.
To oversee all aspects of the services provided to the client, driving improvements, and to ensure the Companys reputation for service is enhanced with Clients and Customers to the highest standard.
To act as an advocate for the Company and actively promote the Company as a 1st Class Provider for all services offered, including contributing to sales activity for the client.
To develop an effective client retention plan, pre-empt client requirements, and to manage any re-tender process for existing clients.
Team Work and Communication
To work and develop synergy with regional and country operational teams to ensure alignment with global and regional.
Ensure close cooperation with regional and country teams to minimize risks whilst supporting the development of strong local relationships with the client stakeholders
Design, document and communicate best practices across the Morgan Stanley community in close collaboration with the Lead for North America & APAC
Maintain role specific documentation (training manuals and email templates, etc.)
Track, calculate, and maintain role specific metrics for internal and external reporting.
Create Local and regional Standard Operating Procedures in close collaboration with the Compass North America team
Track team holidays and agree cover. Ensure training and familiarisation of additional ambassadors
Assist with onboarding and training of any new ambassadors.
To focus on teams providing excellent customer service for internal and external clients, ensuring the customer journey is smooth and effortless for all guests.
To oversee and monitor the standards of recruitment, induction and development of an effective team, recognising talented individuals, and supporting individuals to realise their potential.
To coach, guide and mentor Managers and Team leaders to ensure that team members recruited are of the highest possible calibre and trained accordingly.
To ensure managers, supervisors and ambassadors effectively carry out their duties.
To formulate and review operational and procedural standards, including SOP manuals, so to meet and exceed the expectations of clients, and their guests.
To oversee and review performance with the unit management team, so to build capability and optimise performance.
To oversee the service staffing levels within account, to ensure agreed manning levels are provided at scheduled times with the range of services available, enabling Rapport to meet their Service Contract obligations.
To hold regular team meetings with direct reports to ensure effective and consistent communication about Company vision, strategy and operations.
To develop and deliver effective presentations to meet the needs of the audience.
To act as a role model to others, energising Rapports ambassadors, and creating positive engagement across the wider business.
Financial and Legislative Responsibilities
To support and manage the delivery of the Companys required Health, Safety and Environmental standards across Morgan Stanley.
To assist where appropriate in producing weekly, monthly, quarterly and annual service reports to deliver accurate cost / data analysis
To recommend and implement cost reductions and/or service enhancements, ensuring efficient and economic use of resources in accordance with good practice and client requirements.
To be aware of, follow and direct all relevant legal requirements, industry guidelines to good working practices, Government Codes of Practice, risk management strategies and company compliance.
To be aware of and comply with all Company requirements for budgeting, forecasting and financial reporting.
To use judgement and commercial knowledge to make decisions where there is incomplete information, and in turn to support the achievement of key business and financial metrics.
To coach team managers to understand business information and the key performance levers, including maintaining high standards of integrity, compliance and business ethics.
To drive incremental improvements to performance, using robust analysis and benchmarking.
Service Development and Innovation
To create a clearly differentiated approach to service, which sets Rapport apart from other service providers.
To drive change that enhances services provided, maximising technology and innovation in the process, and communicating best practice across the team.
To understand what good looks like, through constantly benchmarking service levels and identifying improvements/innovations that develop the operation.
To review and recommend solutions from other client contracts, supporting individuals to contribute their ideas, and take measured risks that innovate and improve the business.
To assist and / or lead on various senior ad-hoc projects as directed by Morgan Stanley / Rapport.
To play an active part in all management meetings on and off site and be aware of trends and developments in the market.
To manage negotiations, tensions, change and/or disagreements, with a focus to achieve win-win outcomes, and build positive relationships.
Job Classification
Industry: Food ProcessingFunctional Area:
Role Category: Voice / Blended
Role: Voice / Blended
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: M.Tech in Any Specialization, Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: Compass Group Support ServicesLocation(s): Bengaluru
Keyskills: Front Office Front Office Operations Guest Handling Hotel Operations Hospitality Hotel Management Front Office Management facility management Guest Relationship Management
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Compass Group
We are world's leading food and support Services Company with annual revenues of around £22 billion (~$31 Billion) inthe year to 30 September 2018. We deliver world-class food and support services in 50 countries around the world with6 Lakh great people delivering great service every day....
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