Guest Experience Executive

3 weeks ago

Kuala Lumpur, Malaysia Else Kuala Lumpur Full time

**Arcc Spaces**

Launched in 2003,Arcc Spaces is a shared workspace platform that caters to established corporate/enterprise companies looking to transform the way they work, and drive innovation. We provide access to a collection of beautifully designed hubs, lounges and labs grounded in landmark projects across the world’s gateway cities. Our team are passionate about empowering today’s Arcc Spaces.

Launched in 2003, Arcc Spaces is a shared workspace platform that caters to established corporate/enterprise companies looking to transform the way they work, and drive innovation. We provide access to a collection of beautifully designed hubs, lounges and labs grounded in landmark projects across the world’s gateway cities. Our team are passionate about empowering today’s leaders to meet, collaborate, learn, and access talent and opportunities.

**Who Are We**
- Our Positioning is Elevated.
- Our Hospitality is Warm and Authentic.
- Our Perspective is Globally Minded & Curious.
- Our Goal is To Engage Dialogue and Innovation.
- Our customers are Progressive and Ambitious
- Our X-Factor is Bringing buildings to life.

**The Role**
- The Guest Experience Executive is a vital customer facing role, on the ‘ front lines’ who acts as an ambassador for the Centre Success & Operations Team.
- As the “face” for Arcc Spaces, the role is responsible for all operations/client services for their centre(s) & tasked to build and maintain client relationships, ensuring client satisfaction and retention.
- With a Focus on customers and our product offerings, they will be chiefly responsible for the execution and delivery for the range of products and services at their centre(s).

**DUTIES & RESPONSIBILITIES**:
**Values**
- Be an embodiment of the Arcc Spaces values (authentic, responsible, curious, collaborative).
- A strong and consistent brand ambassador for Arcc Spaces through professional presentation of oneself (verbal and written communication, deportment, hospitable, positive attitude, smile)

**Centre Operations**
- Executes and elevates all centre specific customer engagement activities to promote client satisfaction and foster retention -e.g. maintains good relationships with clients, executes related activities such as events, community networking, shares feedback to your leaders and supports implementing initiatives/change)
- Acts as a client advocate in providing feedback from the community back to the team for follow up in the constant pursuit of improvement.
- Champion centre specific customer engagement activities to promote client satisfaction and foster retention.
- Takes charge of clients check ins and outs; handles administrative and invoicing matters; ensures smooth operations of their respective centres.
- Assists in all centres related engagement activities (breakfasts, pantry preparation, afternoon delights, etc).
- Supports and oversees vendor relationships alongside the Centre Success Manager and Centre Success Director/ General Manager.
- Partakes in any other duties as assigned

**Commercial**

Supports the Centre Success Manager/s in achieving outcomes of in-house commercial activities, such as achieving renewal targets, driving income (GSI, meeting rooms and events), maintaining operational budgets for allocated centre/s.

**Product**
- Ensures desired operational standards and readiness by executing on expected objectives & strives for continuous improvement/innovation.
- Enhances and delivers desired hospitality quality - e.g., know your clients, engage with clients consistently, provide input & feedback to your leader to improve the client’s experience. Utilize systems religiously (Freshdesk, Salesforce)
- Commits to adhering to the hospitality or centre related trainings conducted by your manager and to motivate your colleagues to do the same. (e.g., adhere to the Arcc Service Standards, ensuring excellent verbiage(written/verbal), adopt a positive mindset, deportment, etc).
- Enhances customer service quality - e.g., maintaining contact with customers, providing input & feedback to Centre Success Manager to improve the customer experience
- Supports the Centre Manager by updating partnerships validity, sharing clients’ preferences, habits and sharing partnerships perks with clients.

**Requirement**:

- **Completion of a minimum of diploma OR Bachelor's Degree**
- **Relevant professional experience of 1-2 years.**
- Sociable individual with excellent communication and prioritization skills
- Attentive to details with a strong sense of passion and determination to excel
- Able to work under pressure and tight schedule with mínimal supervision
- .Highly driven Hospitality / Customer-Centric Attitude and outcomes focused
- A strong sense of empathy - crucial in solving difficult customer situations and working in teams
- Excellent prioritization and organizational skills to help the team focus its energy and balancing time spent on delivering customer experiences against t

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