Client Relationship Manager

Job Description: Client Relationship Manager

Location: Zirakpur / Panchkula

Reports to: Marketing Head/ Owner

Role Overview:

The Client Relationship Manager is the face of the hospitality group. They are responsible for managing the end-to-end journey of a client from the initial inquiry for a wedding, corporate event, or concert, to the post-event feedback. Your goal is to ensure that the "Opulence" brand promise of luxury and seamless execution is met across all four distinct venues.

Key Responsibilities

• Lead Conversion: Act as the primary point of contact for high-net-worth individuals and corporate planners.
• Portfolio Management: Match client needs with the appropriate venue (e.g., the English garden vibe of Azalea, the grand capacity of Opulence, or the boutique feel of Soho Gardens).
• Vendor Liaison: Coordinate between in-house décor, catering teams, and external planners to ensure the client’s vision is accurately translated into reality.
• Relationship Retention: Build long-term networks with wedding planners, travel agents, and corporate event organizers to ensure repeat bookings.
• Conflict Resolution: Act as the "calm in the storm" for clients during the high-stress period of wedding planning.

Requirements

• Experience: 3–5 years in luxury hospitality, luxury retail, or premium event management.
• Skills: Exceptional verbal and written communication; ability to negotiate contracts without compromising brand value.
• Knowledge: Familiarity with the North Indian wedding market, including catering preferences (Veg/Non-Veg) and décor trends (Banarasi themes, floral installations).

SOP: Client Management Life Cycle

1. Inquiry & Discovery (The First 24 Hours)

• Response Time: All leads from portals (WedMeGood, Weddingz.in, etc.) or walk-ins must be acknowledged within 4 business hours.
• The Discovery Call: Identify the "3 Ps": Pax (Guest count), Purpose (Wedding, Sangeet, Corporate), and Palette (Catering/Décor preferences).
• Venue Matching:
• Small/Chic: Suggest Soho Gardens (300 Pax).
• Victorian/Outdoor: Suggest Azalea.
• Grand/Traditional: Suggest Opulence/Opera Halls.

2. The Site Visit (The Experience)

• Preparation: Ensure the bridal suites and main halls are clean and lit before the client arrives.
• Walkthrough: Don't just show the space; tell the story. Mention the 300+ car parking capacity and the seamless flow from the lawn to the banquet halls.
• Personalization: If the client mentions a specific theme (e.g., a "Red & Gold" traditional wedding), show them previous event albums from the portfolio that match that aesthetic.

3. Booking & Contracting

• Proposal Generation: Send a customized quote within 12 hours of the site visit.
• Payment Schedule: Clearly outline the 25% booking advance and the final payment deadline (usually 7–10 days before the event).
• Contract Review: Ensure "Outside Vendor" policies are signed off to avoid on-day friction.

4. Pre-Event Coordination

• The T-Minus 15 Meeting: Meet with the client and the operations head 15 days before the event to finalize the menu, guest flow, and technical requirements (sound/lights).
• Room Allocation: For venues like Azalea or Soho Gardens, confirm the status of the guest rooms (15–18 rooms available) and check-in times.

5. Event Day & Post-Event

• Check-In: On the day of the event, be present for the first 2 hours to ensure the host family is comfortable and the VIPs are greeted.
• Feedback Loop: Within 48 hours post-event, send a thank-you note and a feedback form.
• Issue Escalation: If a complaint is received (e.g., food quality or décor delay), the CRM must document the issue and present a resolution to the Director within 24 hours.

Performance Metrics (KPIs)

1. Conversion Rate: Percentage of inquiries turned into bookings.
2. Client Satisfaction Score (CSAT): Based on post-event feedback.
3. Cross-Selling: Successfully moving a client who initially wanted a "full" venue to a different date or a smaller venue in the portfolio rather than losing the lead.