Job summary
Ensures seamless delivery of a track or multiple tracks of hospitality service in a location with the objective of achieving customer satisfaction at all times within the guidelines of cognizant standards and norms
Handle guest complaints assist with the check-in process and explain all facility amenities.
Coordinating and multi-tasking job duties in a busy environment.
Ensuring and providing flawless upscale professional and high class guest service experiences
Analyzing customer feedback
Responsibilities
Operations Management
Responsible for budget and actual expenses
Plan for yearly expenses and share necessary data with the seniors
Overall responsibility and accountability of the services rendered by Hospitality team
Supervise the team FTE & IFM to ensure seamless operations
Monitor - approve payment cycles of service providers
Customers connect to ensure seamless delivery during client visits
Ensure continual improvement and refurbishment of the corporate floors in close coordination with E&M and Infra teams.
Manage vendors through liaison with procurement and finance
Provide matrix-based reports for senior management review
Handle escalations and resolve issues through appropriate corrective and preventive actions
Responsible for continual service improvements
Liaise with all locations for sharing and implementation of best practices
Policy Procedure and Audit
Draft Policies and Procedure documents
Attend audits and provide closure of all findings
Responsible for and implement measures for improving the feedback scores
Review GH and cab vendor audit reports regularly and ensure closure of findings
Process Review and Reports
Ensure all daily monthly & quarterly reports are maintained and shared as per timelines
Analyze and review daily monthly and quarterly reports and work towards improvement
Share relevant reports as per timelines with leadership
Ensure implementation of standard process of the function is followed strictly
Attend PAN India weekly process review call driven by horizontal lead
Arrange and drive the weekly process review calls with the location team
Review the process set on a quarterly basis and suggest changes where required
Vendor Management
Responsible for vendor performance measurement and meeting SLAs
Ensure timely payments are released to vendors
Review of monthly vendor performance metrics to ensure consistent improvement in services
Quarterly review with all vendors
Source new vendors based on requirement with the help of procurement
People Management & Team Management
Nominate the team members for the reward and recognition program.
Collaboration to be encouraged and promoted within the team.
Participate in programs designed to promote team unity motivation and collaboration within the team.
To handle the conflict within the team effectively and maintain the congenial ecosystem.
Building relationships with various teams and departments to facilitate effective working of own team
Training needs for the individual and team to be identified and planned.
Knowledge Management
Review knowledge articles on SOPs and ensure periodic update of the content when necessary
Leverage internal team discussions town halls to identify best practices and ensure that the same are disseminated with the larger team
Ensure documentation of new achievements and new implementations.
Process Adherence Optimization Automation Innovation
Liaise with all locations for enhancements and responsible for application developments and automation logistics events & client visits
Work closely with the tech team for app enhancements
Participate actively in innovations and implementations PAN India
Responsible for PAN India initiatives and implementation
Connect and coordinate with all location admin POCs to understand their issues related to applications further liaise with ACE team to mitigate the issues and enhance the application to achieve customer delight
Take corrective steps in process and automation to ensure horizontal health
Ensure optimum usage of company cars and GHs through periodic review
Responsible for ensuring team adheres to processes defined for smooth operations of the horizontal
Client Experience
Overall responsibility for customer satisfaction
Review of monthly customer satisfaction rating to ensure consistent improvement in services
Participate and resolve any issues in crisis
Certifications Required
Education qualification pattern of 10+2+3 i.e. Full time Graduate Post Graduate in any discipline. Preferably Hospitality Hotel Management Aviation Hospitality Food Technology discipline