Job Title: Key Account Manager (Hotel Partner Success)
Location: Gurgaon/hybrid
Department: Operations / Partner Relations
Company: Enlog
About the Role
Enlog is looking for a proactive and relationship-driven Key Account Manager to manage and strengthen relationships with our hotel partners. The ideal candidate will act as the primary point of contact for hotel owners and management teams, ensuring seamless communication, timely issue resolution, and high partner satisfaction. This role requires excellent stakeholder management, problem-solving abilities, and a customer-centric approach.
Key Responsibilities
- Serve as the primary relationship manager for assigned hotel partners.
- Build and maintain strong, long-term relationships with hotel owners, general managers, and key decision-makers.
- Regularly engage with hotel partners to understand operational challenges, concerns, and business requirements.
- Coordinate with internal teams (Operations, Customer Support, Finance, Technology, and Sales) to ensure timely resolution of partner issues.
- Monitor service quality and partner satisfaction, proactively identifying areas for improvement.
- Escalate critical issues and ensure closure within agreed timelines.
- Conduct periodic business reviews with hotel partners and share performance insights.
- Track partner feedback and work with relevant teams to implement process improvements.
- Ensure adherence to company policies, service standards, and contractual obligations.
- Support partner onboarding, training, and adoption of Enlog's services and systems.
- Maintain accurate records of partner interactions, issues, and resolutions in CRM and reporting tools.
- Identify opportunities for account growth, retention, and increased partner engagement.
Required Qualifications
- Bachelor's degree in Business Administration, Hospitality Management, Hotel Management, or a related field.
- 2–5 years of experience in Key Account Management, Client Success, Partner Management, Hospitality Operations, or Relationship Management.
- Strong communication and interpersonal skills.
- Ability to manage multiple stakeholders and prioritize tasks effectively.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in MS Office Suite and CRM tools.
- Willingness to travel for partner meetings and site visits as required.
Preferred Skills
- Experience working with hotels, hospitality platforms, OTAs, or travel-tech companies.
- Strong negotiation and relationship-building skills.
- Analytical mindset with the ability to interpret partner performance data.
- Ability to work in a fast-paced, dynamic environment.
Key Performance Indicators (KPIs)
- Partner Satisfaction Score (PSS)
- Issue Resolution Turnaround Time (TAT)
- Partner Retention Rate
- Escalation Closure Rate
- Account Growth and Partner Engagement Metrics
- Service Quality Compliance
Reporting To: Operations Manager / Head of Partner Success
This role is ideal for someone who enjoys building strong business relationships, solving operational challenges, and ensuring a superior experience for hotel partners.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Application Question(s):
Location:
- Gurgaon, Haryana (Required)
Work Location: In person
