Live Connections
Website:
liveconnections.in
Job details:
JOB TITLE: SENIOR MANAGER - BUSINESS RELATIONS
Location: Chennai
Reports To: CHIEF OPERATIONS OFFICER
CTC: 7 - 12LPA
Position Overview: The AGM - Business Relations is responsible for leading a team of Assistant Managers and Guest Relations Executives (GREs) across all locations within the organization. This role focuses on strengthening client relationships, managing client interactions, addressing and resolving issues, deriving and analysing satisfaction feedback on various parameters, conducting quarterly employee grievance surveys, ensuring accurate preparation of site’s monthly KPIs, and overseeing administrative functions at the corporate base office.
Key Responsibilities:
- Client Relationship Management:
- Develop and maintain strong relationships with clients to ensure their satisfaction and loyalty.
- Interact regularly with clients to understand their needs, address concerns, and resolve any issues highlighted.
- Act as the primary point of contact for client communication and problem resolution.
- Satisfaction and Feedback Management:
- Derive feedback on various parameters such as food quality, service quality, hygiene, timeliness, staff friendliness, etc., from end customers and clients.
- Analyse feedback to identify trends, areas for improvement, and implement strategies to enhance service delivery and client satisfaction.
- Prepare detailed reports on feedback and satisfaction metrics for review by senior management and clients.
- Employee Grievance Management:
- Conduct quarterly employee grievance surveys to assess employee satisfaction and address any concerns or issues raised.
- Collaborate with the HR department to resolve grievances effectively and improve workplace conditions.
- Ensure follow-up and implementation of solutions based on survey results.
- KPI Preparation and Management:
- Oversee the preparation and accuracy of site’s monthly Key Performance Indicators (KPIs) in collaboration with clients.
- Review and analyse KPI reports to track performance metrics and identify areas for operational improvement.
- Present KPI reports to clients and senior management, providing insights and recommendations.
- Administrative Responsibilities:
- Manage and oversee administrative tasks for the corporate base office, ensuring smooth and efficient operations.
- Coordinate with various departments to support organizational goals and compliance with policies.
- Handle documentation, correspondence, and other administrative duties as required.
- Team Leadership:
- Lead, mentor, and manage a team of Assistant Managers and GREs across all locations.
- Provide guidance, support, and training to team members to enhance their performance and development.
- Conduct performance evaluations and develop plans for team growth and improvement.
Qualifications:
- Bachelor's degree in business administration, Hospitality Management, or a related field (master's degree preferred).
- Proven experience in client relations, preferably within the food service or hospitality industry.
- Strong leadership, communication, and interpersonal skills.
- Ability to analyse data, prepare reports, and make data-driven decisions.
- Proficiency in MS Office Suite and relevant software applications.
Additional Requirements:
- Flexibility to travel between multiple locations as needed.
- Ability to work under pressure and manage multiple tasks simultaneously.
Working Conditions:
- Primarily office-based with occasional site visits.
- Standard working hours with potential for additional hours based on operational needs.
Click on Apply to know more.