Indian School of Business
Location
Secunderabad | India
Job description
Job Title: Senior Hospitality Manager/Customer Service/Soft Services Manager**
**Location:** Hyderabad, India
**Company:** Indian School of Business
**Overview:**
The Indian School of Business (ISB) is seeking a dynamic and experienced Senior Hospitality Manager with expertise in customer service and soft services management. The ideal candidate will have a strong background in the hospitality industry, particularly in major F&B establishments, with a keen understanding of hotel accommodation operations. This role requires exemplary leadership skills to manage diverse teams while maintaining high standards of service excellence.
**Responsibilities:**
- Lead the hospitality and customer service operations of the Indian School of Business, ensuring exceptional experiences and satisfaction for students, faculty, and visiting faculty.
- Oversee F&B operations, including restaurants, bars, and banquet facilities, to maintain high standards of service quality and guest satisfaction.
- Develop and implement strategies to enhance customer service processes, streamline operations, and improve overall efficiency.
- Mentor and manage a team of hospitality professionals, providing guidance and support to ensure optimal performance and development.
- Collaborate with department heads to coordinate seamless guest experiences across various touchpoints, including accommodations, dining, and leisure facilities.
- Monitor guest feedback and reviews, promptly address concerns, and implement corrective actions to improve service delivery and guest satisfaction.
- Maintain effective communication channels with guests, staff, and management to foster a positive work environment and promote a culture of excellence and teamwork.
- Ensure compliance with health, safety, and hygiene standards in all hospitality and F&B operations, in accordance with company policies and regulatory requirements.
- Oversee procurement and inventory management of F&B supplies, equipment, and resources, optimizing costs and minimizing wastage.
- Manage accommodation operations for students, faculty, and visiting faculty, ensuring high standards of cleanliness, comfort, and functionality.
**Overview of Hospitality Services in ISB:**
The Indian School of Business (ISB) is renowned for its world-class hospitality services, offering a lean-luxurious and comfortable environment for students, faculty, and visiting faculty. Our hospitality services encompass a range of offerings, including:
- State-of-the-art dining facilities featuring diverse cuisines and culinary experiences.
- Modern accommodations equipped with amenities to ensure a comfortable stay.
- Dedicated spaces for events, conferences, and social gatherings.
- Professional and attentive staff committed to delivering exceptional service.
- Continuous innovation and enhancement of services to meet the evolving needs of our community.
**Requirements:**
- Bachelor's degree in Hospitality Management, Business Administration, or related field.
- Minimum of 7-10 years of progressive experience in hospitality management, with a focus on F&B operations and customer service.
- Proven track record of success in managing 5-star hotel F&B outlets or similar high-volume establishments.
- Strong leadership skills with the ability to inspire and motivate teams to achieve performance targets and exceed guest expectations.
- Excellent communication, interpersonal, and problem-solving abilities, with a customer-centric mindset.
- Sound knowledge of hospitality industry trends, best practices, and quality standards.
- Familiarity with hotel accommodation operations and guest services management is preferred.
- Ability to work effectively under pressure, prioritize tasks, and adapt to changing priorities and business needs.
- Proficiency in MS Office suite and hospitality management software.
**Key Result Areas (KRAs) with Weightage:**
1. F&B Operations Management (20%)
2. Customer Service Excellence (20%)
3. Team Leadership and Development (15%)
4. Health, Safety, and Hygiene Compliance (15%)
5. Financial Management and Budget Control (10%)
6. Accommodation Management (10%)
7. Continuous Improvement and Innovation (10%)
The successful candidate will be responsible for achieving key performance indicators (KPIs) within each KRA, contributing to the overall success and reputation of the Indian School of Business's hospitality and F&B operations.
Job tags
Salary
