Lifestyle Duty Manager - Overnight Team - APAC
Ten Group, Philippines
Job Description
OVERVIEW OF THE ROLE
As a Lifestyle Duty Manager, you will be responsible for leading a small overnight team of Lifestyle Managers working on requests including travel, dining, tickets and creative for our membership base. You will spend 2 thirds of your working hours managing requests and speaking with members and 1 third of your time listening to calls of your line reports, running 1.2.1s and coaching sessions. You will be fluent in English and Cantonese/Mandarin would be useful but not essential. A strong experience working in customer service in a supervisor or management capacity. We operate in an exciting and dynamic market and want leaders that have a real sense of what makes great customer service and know how to drive change and innovation in their roles. The pace of work is fast and challenging, but highly rewarding.
You must have passion and love working with and developing people. In your role you will lead the performance of a team situated in a very important area of our business. Your success will also come from excellent communication skills and having a pro-active approach to all that you do. A passion for customer service is essential as well as the ability to thrive under pressure.
KEY RESPONSIBILITIES
- Line Management of 3-4 Lifestyle Managers based in Singapore and Hong Kong. We expect to see this grow in 2021-2022 as we emerge from the pandemic.
- To work alongside the Director of Member Service to ensure that the quality of service given by our experience Lifestyle Overnight team remains of a high standard.
- To ensure all communications to APAC team are distributed to the overnight team and they consistently feel they are a part of the wider APAC group.
- Bring your operational and business competencies to ensure a strong staff retention policy that ensures we recruit and retain the top talent in the market.
- In conjunction with Head of Lifestyle, to own NPS results and feedback improvements for the overnight team by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and to successfully implement training and coaching plans in collaboration with our Training amp; Development team to resolve any challenges.
- To manage monthly appraisals and performance management ensuring the team are hitting agreed targets and deadlines for the period.
- Ensure all corporate SLAs are achieved by your team during your working hours.
- Work with Head of Lifestyle amp; Workflow operations Supervisor to drive efficiencies and to further grow revenue streams by developing effective engagement strategies for all key accounts, that includes appropriate proactivity.
Who are we?
At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a 20 + strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
Will you help take us there?
Requirements
SKILLS AND QUALIFICATIONS
- Energetic and passionate individuals with proven experience of managing at least 6-8 people
- Proven capability to own and lead projects
- Seasoned in the development and execution of team and department-level strategies
- People who can use their initiative and creativity to drive the business forward
- People who are passionate about delivering high quality customer service
- Luxury and VIP Travel and/or Hospitality industry experience preferred
- Ideal if you are fluent in Cantonese/Mandarin and English (both written and spoken)
Please note: This position is a 40-hour work week on overnight shifts, Monday to Sunday, including Public Holidays.
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also ge