Operation Head - FMS

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