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

Operation Head - FMS