Assistant Manager, Client Relations

The Assistant Manager – Client Relations coordinates the daily operations, activities, and conducts basic hospitality training for the Care staff. He/She oversees all facets of the residents' and visitors' experience in the premises. He/She manages communication between residents, visitors, and staff, builds rapport with them, and ensures all residents' and visitors' needs are attended to promptly while offering the best possible services.

He/She will also track the response of residents and visitors to provide appropriate follow-up. The Assistant Manager – Client Relations ensures that team members carry out their assigned duties effectively and coaches the team in meeting the property’s standards, policies, and operating procedures.

The Assistant Manager will work closely with other departments on feedback reviews and plan areas for improvement or development. He/She should have the ability to attend to residents and visitors courteously, manage their requests promptly, and possess current detailed information about the property services.

He/She may be required to assist in reception duties such as visitor registration and maintaining overall cleanliness of the property to uphold the highest level of resident and visitor satisfaction.

• Comply with legal requirements under Healthcare setting.
• Conduct staff training for hospitality services.
• Inspire a lateral service culture.
• Oversee grooming standards in the premises.
• Enhance service innovation in the workplace.
• Oversee the service recovery process.
• Assist with lifestyle communication and engagement.
• Create and manage a retention program for existing residents.
• Manage resident and visitor experience.
• Manage feedback for residents and visitors.
• Manage loss/risk prevention.
• Build and maintain relationships with visitors.
• Manage workplace challenges with resilience.
• Monitor reception and lobby security operations.
• Solve problems and make decisions at the managerial level.
• Use ICT for knowledge management.

Job Requirements:

• A minimum of 3 years of front desk experience in premium hotels, service apartments, or the tourism sector.
• Ability to interact with elderly clients/residents who are highly susceptible to common illnesses without posing additional health risks and must maintain a professional appearance.
• Strong organizational skills as you are required to organize events/activities in the community.
• Effective written and oral communication skills.
• Able to project a highly professional image at all times.
• The role needs to be versatile, able to interact effectively with multi-disciplinary and cross-functional teams, possessing efficient and effective coordination knowledge and skills.