Executive - Guest Relations recruitment in Bangalore - For a client of TeamLease Services Ltd

GRE JOB DESCRIPTION MANUAL

GRE ensures that clients feel welcomed from the moment they step into the site office

location till the moment they leave. And also to make sure that they have every bit of

information they need during their visit.

Below standards/procedures are followed during a client’s visit to the site.

• Customer/Client visit process

• Admin realted process

• Lead Registration process

Key Responsibilities of the Role:

• Welcome visitor cordially and make them feel comfortable.

• Offer appropriate seating arrangements, Seat Visitors based on Visitor preferences

and balancing of customer flow in site office stations.

• Inspect seating arrangement for proper presentation and completeness.

• Relay Visitor comments, suggestions to the Sales manager on site.

• Explain the project concept to visitors.

• Deal with irate customers politely, while maintaining a professional, courteous

attitude when confronted with hostile, impatient or irate Visitors.

• Personally demonstrates a commitment to services in responding promptly to

visitor’s needs.

• Develops added value customer service programs.

• Empowers staff to deliver Visitor service by encouraging and rewarding responsive

assistance.

• To meet or exceed the Visitors’ satisfaction measures.

• Ensures organization standards and services contribute to the delivery of consistent

Visitor service.

• Maintain clean and organized seating and work area

• Manage event related work including setting up tables and maintaining both exterior

and interior décor of the Site office. 

• Develop short term action plans and long range planning for new programs and

strategies that impact the project based on the existing corporate directed goals and

any new goals that are created.

• Effectively manage the people resources of the corporation to meet the needs of the

organization.

• Provide day-to-day support including but not limited to insuring that all staffing

levels are met and to make arrangements to insure smooth execution of process.

• Create and maintain positive, professional working environments in site office.

• Maintain accurate records of these visits with particular attention to follow-up

required, etc.

• Perform other duties as assigned by the manager on duty.

• Enquiry Management Team: Weekly MIS update on all Sold client, Pipeline, Enquiry

response, etc.

• Customers: To deliver a high quality service to customers that exceeds Expectations.

Key Skills, Experience and Background:

• Must be a team player and demonstrate organizational skills.

• Must have excellent interpersonal skills and confidence.

• Excellent communication skills, both written and verbal.

• Pleasing personality and demeanor.

• Ability to work in a fast paced environment.

• Fluency in other languages is an added advantage.

• Be flexible and willing to assist as needed to ensure all company standards are

accomplished

• Diverse experiences in sales, management and administration

• Decisive, educated facilitator experienced in resolving conflicts between different

parties in a dispute

• Superior organizational skills and attention to detail.

• Proactive in nature.

• Exemplary ability to communicate clearly, logically and concisely.

• Should have exhibited strong leadership skills and ability to prioritize and manage

multiple tasks.

• Teamwork - show a commitment to teamwork and collaboration

• Should work with dignity and extend respect to all people

• Imbibe trust and foster positive work environment

• Bring creative and innovative ideas to workplace 

• Willingness to achieve organisations, departments, and personal goals through

strong customer orientation.

1. CUSTOMER/CLIENT VISIT PROCESS

• Meet and greet clients upon their arrival at the site.

• Interact with clients asking for the details and providing information for

further process on the enquiry book. Capture as much as information

required from the clients without at their convenient.

• Attend to queries and make them seated (offering refreshments) after taking

down their details

• Check and cross verify client details in database through ERP and call the

assigned RM to attend the client. In case the client is not registered cross

verify with the client if he/she is in touch with our call center number (EMT

dept) or any of the STM. If the client still denies all the above, treat it a fresh

walk in and assign the lead to the RM according to the roster

• Pass the lead to EMT to register in case of customer/employee reference/ CP

or any other source than walk in.

• Brief the clients if the RM is held with some other clients or request alternate

RM who is available to attend the client to avoid clients to waiting.

• Provide general information/directions/project details etc.

• Offer the iPad/brochure having the detailed video location and floor plan of

the project and inform the client about how long the RM would take to

attend them.

• No clients should be allowed to enter the model apartment without the RM

unless it is a booked or revisit client. Photography is not allowed unless the

customer is booked or STM’s awareness.

• At the time of booking provide the RM a booking form with booking kit which

includes 3 brochures (Investing in future, exploring full life, living green &

healthy, calendar, small plant as thank you gesture from our whole team).

Assist the RM to swipe the required amount and take the settlement report

EOD and inform CRM dept.

• EOD daily site visit report to be sent out to HOD-sales, EMT team, MIS, AGM

sales via emails.

2. Walk in cleint’s Process

• The walk in roster is simple.

• At site we follow a round robin format by names (will be shared and explained via

email)

• List out the STM’s names in an excel format for your reference.

• All STM’s should have equal number of walk ins allocated. Do make a note when

one STM has a higher number of walk in allocated. There is a weekday & weekend

roster for STM’s.

• Mostly STM’s are out for meetings on weekday. According to STM present at the site

on week day, walk-ins are to be allocated.

• At site Associate General Manager - Sales shares the weekly and walk in roster for

STM’s to GRE’s, so we know on week days who can attend walk ins. 

• All walk in leads should be registered and allocated to designated RM on the same

day by GRE at site.

• This will be physically briefed & explained at the time of training.

• Additional GRE responsibilities.

• GRE’s are a part of marketing activites like expos, road shows, assisting

marketing team to get contacts for events in and around the project

surroundings like schools/retail marts/malls etc. or through your own reliable

sources.

• Post the above, the event/activity leads needs to be passed on to EMT for

registration of leads without fail after every event.

• GRE’s to assist EMT with cold callings of leads, however required by the

reporting manager.

• Coordinating for marketing events at the site with marketing event

coordinator to procure requirements if any.

• GRE’s are responsible for booking cabs only for clients and also processing

the billings for the same. (Employee cab bookings are taken care by HO

admin team).

• GRE’s are one POC for the marketing office at the site in terms of

coordinating with accounts, admin, external vendors and daily updates of the

site.

• GRE’s will have to follow a monthly roster shared and approved by the

reporting manager.

• Once roster is published it has to be followed

3. ADMIN PROCESS

Admin at the site office be a valuable help throughout the organization. Office

administration is a set of day to to day activities that are related to accounts, record

keeping, billing and personnel, physical distribution and logistics within an

organization.

• Ensuring that the admin activities within the site run efficiently by providing

structure to other employees. This includes budgets and records, to

undertaking the role of supervision.

• Supervise support to HK & security and provide help to other

employees/colleagues

• Show good initiative, ability of adapting to changing environments and

technologies.

• Ensure awareness of safety trainings (basic fire safety training, panel room,

handling PA box, etc.)

• Ensure that outgoing and incoming materials is allocated to the right

department.

• Manage and maintain the files (e.g.: store in-out register, moment register

for HK, pantry/toiletries opening and closing stock, brochure stock etc.)

• Maintaining roster for HK, security, sign-in & sign-out for monthly attendance

report , maintain every week roster for GRE and report to HOD. 

• Procuring requirements and refreshments for site office. Which includes

(refreshment for clients, groceries for HK, stationaries etc.)

• Petty cash to be used only after approval from facility head/Reporting

manager with an approval document support in the form of emails. Petty

cash to be used only in emergency cases like, purchasing refreshements for

investors ectc.

• Stocks to be procured once every 3 months and indent to be raise to

facilities department.

• Reach out to site/project team in case of any physical damage concerning the

marketing office interiors or exteriors (for eg. Leakage, painting, polishing of

wooden floor or staircase, lights, AC, model apartment etc.),

• Following up billing process with accounts/MIS at HO for petty cash, milk,

water, newspaper for the site office. (billing processing time should not

exceed 15 days. In case of delay check with MIS team).

4. HOUSE-KEEPING STANDARDS AT SITE (SOP’S)

Maintaining HK standards for any organization is very important as it reflects the

company standards.

• All lobby & front office areas like flooring, celling, furniture, glass doors,

windows, fixtures etc. should be clean at any given time.

• Model apartment also should be cleaned on a day to day basis. All beds need

to be dusted and made once in a week.

• Cobs & webs, mats need to be vacuumed, ensure exterior glass cleaning is

done once every fortnight, bed sheets need to go for dry cleaning once in a

month. Deep cleaning for marketing office once in a month

• Ensure all rest rooms are cleaned & stink free

• Ensure indoor plants for marketing office & model apartment are watered

every day.

• Follow everyday checklist for HK

• Supervise cleanliness at all given time

• Ensure briefing is conducted before any event or special occasion at the site

within the team and also special roster to be made for the same.

5. ERP Process

• ERP process will be explained & shared physically at the time of training