Assistant Manager - Guest Relations

• Develop goals and objectives as well as policies and procedures, seek recommendations for changes and improvements to existing standards, policies, and procedures from Guest relations team.
• Support in developing and organizing customer centric programs. Identify and develop training programs and coordinate training sessions to ensure all the Guest relations & Hospitality teams are trained periodically on Customer experience towards excellence and upgrading their skills in handling customers.
• Participate and be instrumental in leading initiatives to explore new ways of managing Guest relations that enhances employee experience, improve efficiency, productivity, safety and optimise cost.
• Support in managing relationship with Stakeholders, Customers, Vendors, Industry peers and global contacts.
• Demonstrate awareness of, and appreciation for, individual uniqueness and diversity. Provide a friendly, inclusive, service-oriented environment for all team members and service provider staff. Maintain a positive relationship with team members and colleagues. Demonstrate commitment to people development and leadership.
• Develop, delegate and modify the hospitality, events strategies and decisions to fulfil key performance indicators. Manage expatriates business visa invite letters, FRRO(Foreigners Regional Registration Officer), visa extensions, relocation process, lease agreements etc
• Coordinate planning high level events - Town halls, Global leadership visits, Partner confluence, strategic off sites, Global integration events held in India, Executive business meetings and important Client Meetings of internal teams.
• Monitors compliance with approved policies, procedures, and processes; reviews and updates written Guest relations SOPs, instructions and manuals.
• Coordinate with procurement and fiscal management activities associated with Guest relations. Monitors spending on operations related to guest relations and cost accounting basis; recommends and implements corrective spending plans. Ensures compliance with EYGDS procurement policy/ protocols, rules; and/or, performing other related activities.
• Participates in the development and administration of the Guest relations & Hospitality operating budget; supports to propose the recommendation for approval of expenditures.
• Handles customer escalations efficiently to create a continual improvement process in place and responds to emergency situations as required.
• Actively participate in professional forums & events, to gain new market insights, maintain awareness of evolving industry trends and developments in the field of Guest Relation and Hospitality. Support to incorporate new learning /developments as appropriate into Guest relation programs.
• Maintain effective working relationships during all interactions with team/ cross functions and Service provider staff on site

• Should consistently demonstrate Organisation, time management, prioritising and the ability to handle a complex, varied workload
• Exceptional customer service abilities
• Excellent public relations and customer relationship management skills
• Must be a well-organized, detail and customer (internal and external) oriented self-starter
• Excellent communication skills - Should be able communicate clearly and concisely, both orally and in writing.
• Be able to Organize, implement and direct guest relations operations and activities
• Should possess ability to Develop and recommend systems and procedures related to assigned operations.
• Should possess Analytical and problem-solving skills
• Should have strong decision-making ability
• Should possess ability to lead and manage teams and projects
• Should pay attention to detail but also the ability to see the implications for the bigger picture
• Should have a good knowledge of MS Office package.

• 5-7 years of managerial experience, with minimum 3 years of experience in managing similar role in comparable organisations, with sound knowledge & experience, in workplace services domain.
• Bachelor's degree in Hospitality/Hotel Management, or equivalent professional level experience

• Participates regularly in EY-wide and function-specific meetings, events and people initiatives
• Takes charge of personal development and seeks out coaching and feedback regularly
• Finds ways to improve the balance between personal and professional commitments and to increase understanding of personal well-being to benefit self and team members
• Demonstrates self-awareness when interacting with colleagues and adapts individual approach to enhance relationships
• Contributes to a positive team environment by finding constructive ways to respond to work challenges
• Promotes and demonstrates an inclusive and global mindset when interacting with others
• Applies an understanding of client needs to identify critical outcomes, barriers to success, and changes in expectations or scope. Connects to stakeholders, seizing opportunities to grow knowledge
• Participates in meetings with clients to develop closer relationships and better understand capabilities or client issues
• Demonstrates effective decision-making, displaying maturity that enhances interactions and relationships
• Establishes credibility with client and others by demonstrating an understanding of client's business environment
• Enables the delivery of exceptional client service by using appropriate tools and resources
• Understands how the firm is changing, anticipates opportunities, and puts a plan in place to help deliver on goals and objectives. Generates innovative ideas and solutions that improve efficiency
• Promotes operational excellence by challenging current practices and providing feedback on opportunities to improve within own area of responsibility.
• Maintains independence and objectivity, complying personally with all applicable professional standards, EY policies and regulatory requirements
• Manages day-to-day priorities by organizing work and informing others, following through to resolution
• Manages projects or initiatives while clarifying objectives, priorities, roles, responsibilities, timelines and scope changes as appropriate
• Promotes and sustains quality and effective risk management and compliance through consistent review of work products and suggestions for improvement
• Identifies technical issues and is able to resolve and/or elevate appropriately. Possesses solid conceptual knowledge of overall technical concepts within functional area.
• Maintains awareness and understanding of the impact of new developments in own functional area and shares them with client and team
• Proposes credible suggestions and options that effectively resolve business challenges

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.

EY