Head of Visitor Expertise – ManpowerGroup Center East

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Position:

• The function of Head of Visitor Expertise is to make sure the best degree of service is delivered to each guests and colleagues within the Head Workplace. The incumbent will constantly ship service excellence, managing the Visitor Providers group to offer a seamless customer expertise and dealing with native stakeholders to boost the colleague expertise, including worth at each alternative. Overseeing the catering and hospitality companies and occasion groups, they’ll guarantee an distinctive providing is supplied consistent with the shopper’s model.

Key Tasks:

Service Excellence:

• To make sure that all guests expertise service excellence constantly in line with departmental KPIs and goals.
• To make sure that all colleagues expertise service excellence constantly, offering a proactive response to colleagues on working flooring, and environment friendly service all through their day.
• Ship a client-focused Colleague Expertise, lead by instance and work with the group to develop all facets of colleague service consistent with our imaginative and prescient and values.
• Continuously on the lookout for methods to boost the colleague expertise with the assist of the Head of Visitor Providers.
• To make sure correct data is out there to offer colleague assist and liaise as a degree of contact between enterprise assist groups.
• Liaising with key enterprise colleagues and offering glorious customer service – encouraging the group to ship “wow” moments when the chance arises.
• Be sure that the group are at all times taking possession of colleague areas.
• Proactively cope with enquiries, requests, or complaints in individual, through the phone or e-mail, in a well timed {and professional} method making certain efficient downside decision.
• Work with the catering supplier to make sure an business main service to colleagues and drive the hospitality programme.
• Guarantee a dedication to service excellence recognising colleagues with the STAR programme.

Colleague Expertise & Communication:

• Create and run a proactive schedule of community occasions.
• Adaptable to work all through the Colleague Expertise operation offering management assist appropriately.
• Successfully talk to the senior management group, displaying accuracy and a focus to element each in verbal and written communication.
• Preserve a powerful consciousness of enterprise exercise speaking all updates with Crew Leaders & Consumer stakeholders whereas building robust and lasting relationships.
• Escalate any new/ongoing/potential points and complaints to the Head of Visitor Providers Supervisor in order that they’re addressed accordingly.
• Organise the coaching of recent group members together with induction plans and critiques to incorporate a deal with expertise.
• Guarantee all Colleague Expertise and Visitor Providers procedures are adhered to always.
• To Help and information all Expertise Ambassador Crew Leaders with their each day duties and private growth, to assist enhance every particular person and general service requirements for colleagues. 

Management Help:

• To assist the group’s consciousness of enterprise and group exercise with common and ad-hoc communication together with group conferences and common one to ones.
• Present steering, on Visitor Providers techniques together with customer registration and occasions to assist colleagues with any queries.
• To make sure that the Visitor Providers group are constantly conscious of VIP exercise all through the positioning to make sure that service is exceeded at any touchpoint.
• Determine areas of alternative throughout the wider group for training and development
• Be sure that all occasions you might be adhering to the best ranges of private presentation/look and sporting the proper uniform.
• Perform service audits of each the visitor and colleague areas to make sure they’re working with service excellence on the forefront.
• Function in a pro-active method that helps the complete Crew, demonstrating a can-do angle.
• Construct and preserve a powerful buyer relationship with key influencers and ground champions.
• Help a tradition of steady studying throughout the group, supporting them on their journey of being a customer service skilled.
• Promote and share finest follow throughout the MENAT group to align service requirements.

Job Particulars

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