Customer Relation Management, Facility & Hospitality Manager - : Borivali (W) Mumbai

Job Description:

Job Summary: 

We are seeking a highly motivated and experienced professional to oversee Customer Relationship Management (CRM), Facility Management, and Hospitality Services within a construction or real estate development environment. This role is pivotal in ensuring high client satisfaction, seamless operation of facility services, and exceptional hospitality standards during and post-project delivery. 

Key Responsibilities:

Customer Relationship Management (CRM): 

• Act as the primary point of contact between clients and the project team throughout the construction lifecycle.
• Build and maintain strong, long-lasting customer relationships.
• Address client inquiries, concerns, and feedback promptly and professionally.
• Coordinate client walkthroughs, handovers, and after-sales services.
• Monitor and enhance customer satisfaction through regular follow-ups and service assessments.
• Maintain CRM systems and ensure data integrity for all client records. 

Facility Management:

• Oversee the maintenance and upkeep of project sites and completed facilities (common areas, showrooms, sample flats, etc.).
• Coordinate with vendors, service providers, and contractors to ensure timely and quality service delivery.
• Ensure compliance with health, safety, and environmental regulations.
• Monitor facility budgets, utilities, and operational expenses.
• Implement preventive and corrective maintenance schedules. 

Hospitality Management:

• Manage on-site hospitality services, including front desk, reception, guest handling, and event support.
• Organize and oversee hospitality arrangements for client visits, site tours, and project launches.
• Ensure high-quality customer service standards are maintained by all front-facing personnel.
• Train and supervise hospitality staff to deliver a premium customer experience.
• Collaborate with marketing and sales for hosting promotional or engagement events. 

Required Skills and Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, Facility Management, or related field.
• 10+ years of experience in customer service, hospitality, or facility management, preferably within the construction or real estate sector.
• Strong interpersonal and communication skills.
• Proficiency in CRM and facility management software.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Problem-solving mindset with attention to detail.
• Professional appearance and client-oriented attitude. 

Preferred Qualifications:

• Prior experience in luxury real estate or high-end construction projects.
• Certification in Facilities Management (e.g., IFMA, FMP, PMP).
• Knowledge of local building and safety codes.