Job description

Customer Relationship Excecutive

Position Overview: The Guest Relationship Executive for the industrial/hospital/healthcare & institutional catering unit of the corporate institutional & industrial food service providing organization is responsible for ensuring exceptional customer satisfaction by collecting feedback from diners, addressing complaints, and collating feedback on various aspects of catering services, including food quality, cleanliness, and staff attitude. Reporting to the Assistant General Manager (AGM) of Business Relations, this role requires strong communication skills, problem-solving abilities, and a customer-centric approach.

Key Responsibilities:

1. Feedback Collection:

- Proactively engage with diners to collect feedback on their dining experience, including food quality, presentation, cleanliness, and staff service.
- Utilize various feedback channels such as surveys, suggestion boxes, and direct interactions to gather input from customers.

1. Complaint Resolution:

- Receive and document customer complaints related to catering services promptly and professionally.
- Investigate complaints thoroughly, gather relevant information, and determine appropriate solutions or actions to resolve issues.

1. Escalation Management:

- Escalate unresolved or complex complaints to the Assistant General Manager (AGM) of Business Relations for further investigation and resolution.
- Ensure timely follow-up with customers to provide updates on the status of their complaints and actions taken.

1. Feedback Collation and Analysis:

- Collate and categorize feedback received from diners based on different aspects such as food quality, cleanliness, staff attitude, and overall dining experience.
- Analyse feedback trends and patterns to identify areas for improvement and opportunities to enhance customer satisfaction.

1.



Communication and Collaboration:

- Communicate effectively with catering operations, culinary, housekeeping, and HR teams to address customer feedback and implement corrective actions.
- Collaborate with cross-functional teams to develop and implement initiatives aimed at improving service quality and customer experience.

1. Reporting:

- Prepare regular reports summarizing customer feedback trends, complaint resolution status, and actions taken to address feedback.
- Present findings and recommendations to the Assistant General Manager (AGM) of Business Relations for strategic decision-making and continuous improvement efforts.

1. Customer Engagement:

- Engage with customers proactively to build positive relationships, address concerns, and solicit suggestions for service enhancement.
- Implement initiatives to enhance customer engagement and loyalty, such as loyalty programs, special promotions, or customer appreciation events.

Salary: 16,000

Qualifications:

- Bachelor's degree in hospitality management, Business Administration, or a related field.
- years of experience in customer service roles, preferably in the hospitality or food service industry.
- Robust communication and interpersonal skills, with the ability to interact effectively with diverse customer groups.
- Excellent problem-solving abilities and a customer-focused mindset.
- Proficiency in MS Office applications and customer relationship management (CRM) software.
- Ability to work independently, prioritize tasks, and thrive in a fast-paced environment.

Reporting Structure: The Customer Care Executive reports directly to the Assistant General Manager (AGM) of Business Relations and collaborates closely with catering operations, culinary, housekeeping, and HR teams to ensure effective feedback management and continuous improvement in catering services.

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