Job Description

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