Tlc Relationship Management At The Leela Hotels

Our office is located in Aangan Apartments on Union Park, which is a nice little pocket of Pali Hill in Khar West. It’s a pretty quiet residential street compared to the main roads of Mumbai, which we appreciate. We work on the relationship management side of things for the Leela Hotels. Basically, that means we spend a lot of time on the phone or emailing people who stay at the hotels. We handle the loyalty programs and try to keep track of what guests like and don't like so the hotels can stay informed. It’s a lot of data entry and talking to people throughout the day. The apartment building where we work is older, but it’s got a good feel to it. There are usually around six of us in the room at any given time, typing away or discussing the latest guest feedback. We aren't actually at the hotel itself, so we don't see the fancy lobbies or the pools; we just see the numbers and the names on our screens. It’s a different side of the luxury hotel world, the one that involves a lot of spreadsheets and follow-up calls. We’ve been here in Khar for quite a while now. Most of us take the train or a rickshaw to get here in the mornings. It’s a steady job and we’ve gotten to know the regular guests pretty well over the years, even if we’ve never actually met them in person.