Senior Manager - Soft Services

Person attributes andspecifications

• Prepare the annual budget in-corporating all related costs for Soft services and ensure adherence to the Budget assigned/approved for various Soft Services activities /areas of operation.

• Review and improve current SLA’s of all vendor partners ( Pre-defined criteria for monitoring performance and continuous improvement).

• Monitor the performance of Soft services vendor Partners as per pre-defined SLA and develop a culture of Continuous improvement and efficiency. Recommend changing/replacing vendor partners based on quarterly evaluation of SLA’s.Create a detailed database of vendor partners and suppliers related to Soft Services and develop new/alternative vendor partners.

• Review current Par stock inventory mechanism for all Soft Services and update/modify par inventory stock/s if required. Special attention should be given to Fast moving high consumption consumables.

• Review and analyse consumption patterns/trends for all consumables/chemicals/cleaning material etc with an objective to achieve maximum cost and quality efficiency.

• Ensure that timely ordering process is implemented and opening/closing inventory and consumption is monitored daily,weekly,monthly etc.

• Identify Training needs and organise requisite training programs for permanent and Outsourced team members in soft service operations.

• Provide adequate and necessary support related to soft service operations, for in-house events and promotions including décor set up’s , Special festive arrangements, staff engagements etc. This will require coordination with the Marketing , fls , engineering and Operations teams.

• Plan and implement the waste management standard operating procedures and ensure that waste management initiatives are created and implemented successfully.

• Ensure that there is zero tolerance to Fire/Life and Safety compliances, regulations and guidelines as prescribed by the corporate, unit FLS and operations teams. Follow and drive company and mall policies/procedures in relation to Health and Safety , at all times.

• Ensure to report any apparent deficiencies in the process of any work or equipment that may result in failure of service delivery or risk to health and safety or the environment ( ESG).Custodian to ensure that all work equipment and ppe is used in accordance with health and safety policy and training received.

• Ensure that Retailer on-boarding is seamless and smooth in relation to soft service operations ( including Fit out operations,store commencement etc)

• Ensure adherence to the defined/ desired timelines for resolution of retailer and customer complaints through Help Desk and e-facilito app.

• Ensure that vendor partners are submitting all compliance documents in time, to the finance department

• Monitor staff performance, attendance, time-sheets ,sickness records,staff holidays,roster management/deployment across all soft service functions/areas

• Manage recruitment , selection and disciplinary procedures in coordination with the mall operations management team

• Ensure that the F&B outlets adhere to the established safety,hygiene and sanitation standards.

• Excellent team worker with motivational skills. Developing a one team culture and high morale is a priority for this role

• Proven time management skills and excellent attention to detail

• Excellent inter-personal skills with ability to handle sensitive issues empathetically and effectively. Ability to engage with team members at all levels across departmental and organisational structure

• Ability to write concise,logical and accurate reports and procedures

• Ability to analyse problems and to offer/implement solutions

• Ability to work on own initiative pro-acively and with the minimum of direction/s

• Ability to Multi-task and Prioritise

• Smart well presented grooming and appearance

Qualification

• Graduate/ Post-graduate / Diploma ( Minimum)

• Diploma/Degree in Hotel/Hospitality management from a reputed institute(Desirable)