**Job Title**: Client Service Manager
**Company**: Hilton
**Location**: George Town, Penang, MY
**Job Type**: Part-Time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 8
**Position Overview**:
As a Client Service Manager at Hilton, you will play a pivotal role in ensuring that our clients receive exceptional service that reflects the high standards of our renowned brand. This part-time position is ideal for a dedicated professional with a strong background in client relations, a commitment to quality, and the ability to navigate challenges with adaptability and a solution-oriented mindset.
**Key Responsibilities**:
- **Client Relationship Management**: Develop and maintain long-term relationships with clients, ensuring comprehensive understanding of their needs and expectations. Act as a primary point of contact for inquiries and feedback, fostering a culture of open communication.
- **Service Delivery and Quality Assurance**: Collaborate with various departments including operations, sales, and marketing to ensure that service delivery is aligned with Hilton's quality standards. Implement regular checks and balances to assess service effectiveness and client satisfaction.
- **Problem Resolution**: Employ critical thinking and persuasive skills to resolve client issues promptly and effectively. Identify patterns in service challenges and recommend enhancements to improve overall client experience.
- **Team Collaboration**: Work closely with team members and leadership to achieve performance targets, share insights from client feedback, and advocate for client needs in discussions concerning service offerings and improvements.
- **Performance Analysis**: Monitor key performance indicators (KPIs) related to client service. Analyze data to identify trends and opportunities for process improvements, and prepare reports demonstrating service excellence and areas for development.
- **Training and Development**: Assist in training staff on client service best practices and policies, fostering a service-oriented culture across the organization. Mentor junior team members to promote personal and professional growth within the team.
- **Strategic Input**: Contribute to the development and implementation of strategic initiatives aimed at improving client retention rates and enhancing service offerings. Collaborate in brainstorming sessions and provide insights based on direct client interactions.
**Qualifications**:
- **Experience**: A minimum of 8 years in client service management or a related field, with proven expertise in fostering strong client relationships and service delivery.
- **Education**: A bachelor's degree in Business Administration, Hospitality Management, or a related discipline is preferred.
- **Personality Traits**: Strong work ethic and adaptability to thrive in a fast-paced environment. Ability to navigate change and manage multiple tasks effectively.
- **Soft Skills**:
- **Critical Thinking**: Exceptional analytical skills to assess complex client needs and develop effective solutions.
- **Persuasion**: Proficient in influencing and negotiating with clients to achieve favorable outcomes for both parties.
- **Technical Skills**: Familiarity with CRM software and other client management tools. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
**Benefits**:
- Paid overtime
- Paid Time Off (PTO)
- Gym membership
**Working Environment**:
At Hilton, we prioritize quality in all aspects of our work, products, and services. We foster a collaborative and respectful working environment where every employee is encouraged to contribute their ideas and insights.
**Application Deadline**:
All applications must be submitted by **October 7, 2024**.
**Equal Opportunity Statement**:
Hilton is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
