Operation Head - FMS
Team : Management
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 preferredFMS operations with large companies is preferredExcellent leadership and team management skillsKnowledge of health and safety regulations and procedures related to food handling and storageStrong organizational and problem-solving abilitiesKey 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 hospitalityWork continuously to improve the service deliveryFocus on customer experience of office users and their customers Revenue Generation and ProfitabilityEnsure 95%+ attendance of the staff deployedImprove revenue generation opportunity for the companyPlan optimum buffer staff for the sites to minimize shortagesPlan 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 teamMake team accountable for their roles and responsibilityDevelop team members to achieve the company’s goal of delivering world class services to customersImplement Online technology-based team monitoring100% use of Crest View Application and checklist SOP for the sites100% client retention for the FMS verticalClient Relationship
Timely renewal of contracts and submission of bills with 100% accuracyMeeting customers and work on the feedback to improve the services and client satisfactionShare client vision with team to deliver best services and motivate teamSOP and Best Practices
Implement company’s SOP and best practices for service delivery for office managementImplement top class hospitality standards by training teamImprove internal rating score and maintain high standards for implementing process and documentation including checklist, SOP for siteSafety & Security
Responsible for the fire life safety of the property.Implement security SOP and protocolsImplement the highest standard for fire safety in common areas and inside the office spaceMeetings and EventsMake sure on-site team delivers delightful customer experience for meetingsMIS and Reporting
Flash daily report for attendance, issue log, additional work logProvide weekly snag list to the clientProvide weekly inventory report to clientPlan and implement training calendar with Training ManagerAttitude :
Integrity, punctuality, team player, positive attitude, creative thinking, high energy, growth mindset
