武汉招聘

The Centre Manager is responsible for ensuring the customer experience is exceptional throughout every part of the business Centre at every period in the day. In conjunction with the Centre team the CM ensures that all clients needs are handled effectively and efficiently. The CM becomes a critical player in delivering the “wow” service. “Wow” serves as the cornerstone of Regus’ philosophy of consistently delivering a superior customer experience. The CM oversees the Centre team ensuring that every Team Member is playing their part in consistently delivering a superior customer experience to existing and potential clients. Ultimately, the actions and service provided by the CM, are the catalyst for providing customers with a reason to come to Regus and the reasons to stay with Regus. The CM directly supervises the Centre teams.

Reports to: Area Operations Manager

Key Responsibilities:

Team Management

ü Build, manage, motivate, train and develop the centre teams and their performance, lead by example.

ü Directs the day-to-day workflow in the Centre by overseeing, prioritizing and delegating to Centre staff in order to meet deadlines and service levels.

ü Provide daily communication to centre teams regarding move-ins, move-outs, procedure/policy changes, financial goals/results, etc.

Client Retention/Customer Relations

ü Key focus on client retention, through providing the “wow” factor to our clients by taking pride in continually keeping the Centre “show ready” by ensuring the business lounge/cafe, conference rooms and other common areas are spotless and prepared for our next guests at all times through personal efforts and effective utilization of the Centre team as per Planogram standards.

ü Serve as a daily contact for clients seeking information, assistance or recommendations through consistently walking the Centre and networking with the clients in order to build strong relationships and generate referrals; a thorough knowledge and understanding of all key services, products and amenities are critical in the ability to deliver service in an exceptional and timely manner.

ü Demonstrate professionalism for customer service by proactively seeking our clients and guests satisfaction, always going above and beyond

ü Serves as the first line of escalation and resolution of client concerns by leading the action plan in conjunction with the Area Manager/Area Director, as needed.

ü Responsible for conducting “Customer Journey” steps thoroughly, from the move in questionnaire (MIQ) to the customer’s departure

ü Serve as a resource in assisting clients within the Centre; whether performing complex administrative tasks and projects, showing a client to a meeting room, preparing their new office for move-in, trouble shooting basic technical issues, programming a phone, moving furniture to accommodate their office needs, providing a beverage or assisting with copies/administrative tasks.

Centre Operations

ü Represents the main Centre interface with Regional Regus Service Centre (RSC) back office services

ü Accountable for personal compliance with Health & Safety internal company policies, procedures and codes, for example, Team Member Handbook and all applicable external laws, regulations, standards and industry codes.

ü Ensure that Health & Safety and Crisis Management/Evacuation Plans are followed e.g. first aid box.

ü Serves as a backup for all Centre positions.

Sales

ü Drive and maximize service revenue through upselling and suggestive selling variable services to new and existing clients.

ü Conduct perfect tours for walk-ins and scheduled tours, as required with a goal of effectively fact-finding and offering a customized solution in order to convert the enquiry on the spot or transition the deal as seamlessly as possible to the sales team.

ü Proactively manage the renewal process in conjunction with Management, working to retain every long term client.

ü Conducts the move in questionnaire (MIQ) and new client orientations while seeking to build relationships with the clients in an effort to build awareness and usage of administrative support/services.

Key Position Requirement

ü 3-5 years of prior work experience in a similar role

ü Proven success in a business to business sales environment

ü Experience managing / leading a team

ü P&L experience and accountability

ü Passion for a fast-paced environment with consistent change

ü Operational management experience

ü Ability to communicate effectively and professionally.

ü Strong organizational skills, including the ability to prioritize, multi-task, and work effectively with minimal supervision.

ü Strong customer service skills, including the ability to remain flexible in high pressure or continually changing situations.

ü Proficient user of Microsoft Office Suite, including Word, Excel & PowerPoint.

ü College degree preferred

Regus is the world's largest provider of workplace solutions offering the widest range of products and services that allow individuals and companies to work however, wherever and whenever they need to.

Products and services include fully equipped and staffed offices, mobile working, virtual office services, meeting rooms, conference and training facilities and the largest network of public videoconference rooms. This broad range of services supplied through 1000 business centres in 450 cities across 75 countries has resulted in Regus servicing over 200,000 clients daily.