Guest Relations Manager

The Executive Centre (TEC) opened the doors to the first Executive Centre in 1994 and today boasts over 220+ centres in 36 cities and 16 markets.

The Executive Centre caters to ambitious professionals and industry leaders looking for more than just an office space - they are looking for a place for their organisation to thrive. TEC has cultivated an environment designed for success with a global network spanning Greater China, Southeast Asia, North Asia, India, Sri Lanka, the Middle East, and Australia, with sights to go further and grow faster. Each Executive Centre offers a prestigious address with the advanced infrastructure to pre-empt, meet, and exceed the needs of our ambitious Members. Walking with them through every milestone and achievement; empowering them to succeed.

Privately owned and headquartered in Hong Kong, TEC provides first class Exclusive and Shared Workspaces, Business Concierge Services, and Meetings & Events facilities to suit any business needs.

For more information, please visit www.executivecentre.com

Job Title: Guest Relations/Engagement Associate/Engagement Manager

As an Engagement Associate, you will play a pivotal role in delivering unparalleled customer service, acting as the face of TEC for members and clients. You will maintain a professional, proactive, and customer-service-oriented persona to enhance the overall member experience.

Responsibilities:

Daily Operations:

• Maintain professionalism at the front counter, responding to guests and clients needs.
• Efficiently handle telephone calls with a clear and concise tone.
• Manage office unit and PABX system setups.
• Organise postage, courier services, mail handling, and deliveries.
• Coordinate conference room bookings and refreshments for meetings.
• Handle secretarial and administrative tasks for clients as needed.
• Conduct seamless check-in and check-out processes.
• Perform up-selling and cross-selling to maximize revenue.

Service Standards:

• Address and resolve inquiries, complaints, and feedback promptly.
• Suggest improvements to service standards in collaboration with the Centre-in-Charge.
• Maintain TEC's high service standards at all times.

Internal Coordination:

• Build professional relationships with colleagues and stakeholders.
• Support local operations in driving profitability, efficiency, and productivity.

Key Performance Indicators (KPIs):

• Client Engagement: Deliver exceptional service and anticipate client needs.
• Effective Communication: Practice active listening and ensure clarity in feedback.
• Collaboration: Exhibit a cooperative attitude and share knowledge within the team.
• Revenue Maximisation: Contribute to driving service revenue.
• Operational Efficiency: Demonstrate proactive multitasking skills.
• Professional Appearance: Consistently meet TEC grooming standards.
• Centre Maintenance: Uphold the look, feel, and operational efficiency of TEC centres.

Requirements:

• Up to 6 years of customer service or administrative experience in a hospitality environment (e.g., hotel front desk).
• Excellent interpersonal and communication skills; customer-oriented mindset.
• Fluency in local language and English.
• Strong multitasking abilities with attention to detail under pressure.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Willingness to occasionally work overtime.

Please email your CV to [Confidential Information]