Guest Relationship Manager

PREP – Pre-Client Visit Preparation

1. Information Centre Management:

2. 3. Ensure all daily logs, reports, and submissions are completed before store opening.

Review client appointments and identify HNIs or management guests scheduled for the

day.

4. Ensure information is up-to-date across all desks (Front Desk, Coordination Desks,

QRD).

5. Environment Readiness:

6. 7. Ensure the front desk team is briefed and prepared.

Validate that all 14 touch points across 4 coordination desks, front desk, and QRD are

operational and client-ready.

8. Ensure associates are in position and prepared for their roles.

1• PRESENT – During the Client Visit

1. Client Journey Oversight:

2. 3. 4. Monitor and manage the client journey across all 14 critical touch points.

Coordinate with desk associates to ensure smooth transitions and timely responses.

Be physically present during high-priority interactions (e.g., in lounges during sales

discussions).

❖ Sales Support:

5. Ensure the Seven Steps of Hospitality (internal proprietary process) are followed by

associates.

6. Support associates and clients during sales conversions, escalating as necessary.

• POST – After the Client Visit

1. Billing or Concern Follow-up:

2. If a sale is made, ensure smooth handoff to the Cash Desk for billing.

3. If not, ensure a Concern Report is generated and a follow-up consent is taken from the

client.

4. After-Sales & QRD Coordination:

5. Oversee the QRD team to ensure accurate measurements, effective client

communication, and seamless pick-up experiences post-alteration.

6. Ensure hospitality and information flow remain consistent during all after-sales visits.

• Escalation Management & Feedback Mechanisms

1. Real-time Escalation Handling:

2. Intervene and resolve any client issues or escalations occurring across desks or during

visits.

3. Maintain composure and brand tone in all escalated interactions.

4. Feedback Collection & Implementation:

5. Ensure client feedback is collected at various stages of interaction.

6. Relay key insights to relevant departments and assist in implementing service

improvements.