Experience:
- 12 + years of experience with hospitality in luxury brands like Taj and Oberoi’s and/or facility management companies with major presence.
- Experience of handling 1000+ staff office is a must.
Educational Qualification:
- Bachelor's degree in hospitality management or a related field is preferred
- FMS operations with large companies is preferred
- Excellent leadership and team management skills
- Knowledge of health and safety regulations and procedures related to food handling and storage
- Strong organizational and problem-solving abilities
Key Competencies:
- Self starter, develop and leverage relationships, excellent communication, building and managing teams, result oriented, focus on customer service and superior customer experience.
- MS Office including word, excel and power point is must.
Job Summary:
This role will be single handedly manage entire FMS vertical. The company’s goal is to deliver world class FMS services for clients by providing housekeeping, F&B, security, valet, and handyman support. This role will ensure the implementation of policies and procedures to be the best-in-class FMS operations in line with the company’s vision.
The role will report to the Head Operations.
Key Responsibilities:
Hospitality and Customer Experience
- Implement best practices from hospitality
- Work continuously to improve the service delivery
- Focus on customer experience of office users and their customers Revenue Generation and Profitability
- Ensure 95%+ attendance of the staff deployed
- Improve revenue generation opportunity for the company
- Plan optimum buffer staff for the sites to minimize shortages
- Plan optimum reliever staff for the sites so that profitability is not impacted in case of absenteeism.
Operations Productivity
- Implement clear roles and responsibility within operations team
- Make team accountable for their roles and responsibility
- Develop team members to achieve the company’s goal of delivering world class services to customers
- Implement Online technology-based team monitoring
- 100% use of Crest View Application and checklist SOP for the sites
- 100% client retention for the FMS vertical
Client Relationship
- Timely renewal of contracts and submission of bills with 100% accuracy
- Meeting customers and work on the feedback to improve the services and client satisfaction
- Share client vision with team to deliver best services and motivate team
SOP and Best Practices
- Implement company’s SOP and best practices for service delivery for office management
- Implement top class hospitality standards by training team
- Improve internal rating score and maintain high standards for implementing process and documentation including checklist, SOP for site
Safety & Security
- Responsible for the fire life safety of the property.
- Implement security SOP and protocols
- Implement the highest standard for fire safety in common areas and inside the office space
- Meetings and Events
- Make sure on-site team delivers delightful customer experience for meetings
MIS and Reporting
- Flash daily report for attendance, issue log, additional work log
- Provide weekly snag list to the client
- Provide weekly inventory report to client
- Plan and implement training calendar with Training Manager
Attitude:
Integrity, punctuality, team player, positive attitude, creative thinking, high energy, growth mindset
