Strategic Stakeholder, Tenant, Customer Relationship Management

Deskripsi Training

Training Strategic Stakeholder, Tenant & Customer Relationship Management dirancang untuk meningkatkan kemampuan Manager dan senior management dalam membangun, mengelola, dan mempertahankan hubungan strategis dengan berbagai stakeholder dalam lingkungan property dan hospitality business.

Dalam bisnis property dan hospitality, kualitas hubungan dengan tenant, guest, resident, owner, vendor, business partner, maupun internal stakeholder dapat memberikan dampak langsung terhadap customer experience, tenant retention, operational performance, reputation, dan business sustainability.

Training ini membekali peserta dengan kemampuan dalam stakeholder mapping, relationship management, communication, negotiation, influencing, complaint management, conflict resolution, service recovery, dan customer retention, sehingga peserta mampu membangun hubungan jangka panjang yang memberikan nilai bagi organisasi maupun stakeholder.

Tantangan

- Manager harus mengelola berbagai stakeholder dengan kebutuhan, kepentingan, dan ekspektasi yang berbeda.
- Perbedaan antara kebutuhan bisnis dan ekspektasi tenant/customer dapat menimbulkan konflik atau ketidakpuasan.
- Complaint, service issue, dan difficult stakeholder membutuhkan penanganan yang cepat, tepat, dan tetap profesional.
- Hubungan yang kurang terkelola dengan baik dapat memengaruhi customer experience, tenant retention, reputation, dan business performance.
- Koordinasi antara tenant/customer dengan berbagai departemen internal membutuhkan komunikasi dan stakeholder alignment yang efektif.
- Manager perlu mampu melakukan negosiasi dan influencing tanpa mengorbankan kepentingan bisnis maupun kualitas hubungan jangka panjang.

Tujuan Training

Setelah mengikuti training, peserta diharapkan mampu:

- Memahami prinsip strategic stakeholder, tenant, dan customer relationship management dalam property & hospitality business.
- Mengidentifikasi, memetakan, dan menentukan strategi engagement berdasarkan karakteristik dan kepentingan stakeholder.
- Membangun komunikasi dan hubungan profesional dengan tenant, customer, owner, vendor, dan stakeholder lainnya.
- Meningkatkan kemampuan negotiation, influencing, dan stakeholder alignment.
- Menangani complaint, conflict, dan difficult stakeholder secara konstruktif.
- Membangun customer/tenant loyalty serta hubungan jangka panjang yang mendukung business performance.

Peserta Training

Training ini direkomendasikan untuk:

- Manager dan Senior Manager.
- Property Manager dan Assistant Property Manager.
- Tenant Relations dan Customer Relations Manager.
- Guest Relations, Front Office, dan Hospitality Manager.
- Leasing dan Commercial Manager.
- Sales & Marketing Manager.
- Operation, Facility, dan Building Management Manager.
- General Manager, Department Head, dan Division Head.
- Manager yang memiliki tanggung jawab dalam mengelola stakeholder internal maupun eksternal.

Materi Training

Strategic Stakeholder Relationship Management

- Stakeholder Mapping, Analysis & Prioritization
- Stakeholder Engagement Strategy

Understanding Tenant & Customer Expectations

- Tenant/Customer Needs & Expectation Analysis
- Customer Experience & Value Creation

Building Strategic Relationships

- Trust, Credibility & Relationship Building
- Long-Term Tenant & Customer Relationship

Strategic Communication for Stakeholder Management

- Professional Communication & Active Listening
- Communication Across Different Stakeholder Groups

Tenant Relationship Management

- Tenant Engagement & Relationship Strategy
- Tenant Retention & Relationship Value

Customer Experience Management

- Customer Journey & Service Touchpoints
- Delivering Consistent Customer Experience

Complaint & Service Recovery Management

- Complaint Handling & Root Cause Identification
- Service Recovery & Customer Retention

Managing Difficult Customers & Stakeholders

- Difficult Customer/Stakeholder Identification
- De-escalation & Constructive Problem Resolution

Conflict Management & Resolution

- Sources & Dynamics of Stakeholder Conflict
- Conflict Resolution & Win-Win Solutions

Negotiation & Influencing Skills

- Strategic Negotiation with Tenants, Vendors & Stakeholders
- Influencing Without Authority

Internal Stakeholder Alignment

- Cross-Functional Collaboration
- Managing Interdepartmental Expectations & Priorities

Vendor & Business Partner Relationship Management

- Vendor/Partner Relationship & Performance Management
- Building Strategic Business Partnerships

Managing Owner & Senior Stakeholder Expectations

- Managing Expectations & Strategic Communication
- Reporting, Escalation & Stakeholder Alignment

Reputation & Relationship Risk Management

- Relationship, Reputation & Service Risks
- Proactive Risk Prevention & Issue Management

Customer & Tenant Loyalty Strategy

- Retention, Engagement & Loyalty Drivers
- Creating Long-Term Relationship Value

Stakeholder Relationship Improvement Plan

- Stakeholder Relationship Gap Analysis
- Strategic Stakeholder Engagement Action Plan

Metode Training

- Interactive presentation dan facilitated discussion.
- Case study berbasis situasi property & hospitality.
- Stakeholder mapping exercise.
- Role play tenant/customer complaint handling.
- Negotiation dan influencing simulation.
- Difficult conversation & conflict resolution role play.
- Group discussion dan problem-solving exercise.
- Penyusunan Strategic Stakeholder Engagement Action Plan.

Output yang Diharapkan

Setelah mengikuti training, peserta diharapkan memiliki kemampuan untuk:

- Memetakan dan memprioritaskan stakeholder berdasarkan interest, influence, expectation, dan business impact.
- Membangun hubungan profesional dan jangka panjang dengan tenant, customer, owner, vendor, dan stakeholder lainnya.
- Meningkatkan kualitas komunikasi dan stakeholder engagement.
- Mengelola complaint dan service recovery secara efektif.
- Menangani difficult customers dan stakeholder secara profesional.
- Melakukan negosiasi dan influencing untuk mencapai solusi yang saling menguntungkan.
- Meningkatkan tenant/customer satisfaction dan retention.
- Memperkuat koordinasi lintas departemen dalam menyelesaikan kebutuhan stakeholder.
- Menghasilkan Strategic Stakeholder Engagement Action Plan yang dapat diterapkan setelah training.

Waktu

Tempat

- Ibis Styles Hotel Yogyakarta
- Ibis Styles Hotel Malang
- Quest Hotel Darmo Surabaya
- Harris Seminyak Hotel Bali
- Gino Feruci Hotel Bandung
- Dreamtel Hotel Jakarta
- In House Training*
- Online Training*