Manager - Soft Services - The Phoenix Mills Limited
Location
Lucknow | India
Job description
Department / Division
Operations
External Interface (Enlist external agencies/authorities that you are required to deal with while discharging your duty)
- Government/ regulatory authorities/ statutory/ law enforcement agencies
- vendors/ agencies
- Retailers
- Mall Customers
Qualification (i.e education, training etc.)
- Graduate/ Post-graduate / Diploma ( Minimum)
- Diploma/Degree in Hotel/Hospitality management from a reputed institute(Desirable)
Minimum Experience - 10 years of total work experience with at least 2 years in a similar position
Essential Skills/Attributes (Required For Performing The Job Effectively)- Sound understanding of soft services operations in malls or Hospitality related developments (five star branded hotels /commercial /Residential/Aviation)
- Knowledge of statutory legislation/s related to soft services operations
- Understanding of asset/s management, space management & audits
- Excellent communication and leadership
- Well versed with MS Office 365
- Knowledge of financial terms/principles Including Budgeting,Par stock
maintenance, consumption/cost tracker for consummables/chemicals etc .
Job Summary (Purpose and Objective)
Provide Effective Leadership to achieve Operational excellence in specified areas of Soft Service operations including housekeeping,horticulture,Mall Services, Waste management, Landscaping/Horticulture, Pest Control,façade cleaning,Health and Hygiene management,f&b hygiene/sanitation management,event and promotion management thereby ensuring Retailer and Customer Satisfaction across the mall.
Scope of Responsibility - Responsible for overall soft services in the mall common areas (Includes periphery of the mall) to ensure that we provide customers and retailers with a clean, healthy,hygienic , organised and comfortable environment
- Ensuring the efficiency of mall soft service operations which will include timely mall opening 365 days of the year as per pre-defined opening check lists.
- Define, develop and Implement operational cleaning and grooming standards ( will include all aspects of Look- Touch- Feel -smell =LTFS ) across the mall for all soft service areas (as mentioned in the Job summary).The established mall standard/s must be in line with pre- established corporate brand standards as defined by the corporate Quality Assurance (Operations)team.The soft services standards will need to be approved by the Mall CD and the Head of Operations ( Corporate)
- Ensure that Operational efficiency (Infrastructure cleaning and upkeep) and Management control ( Includes documentation control and Supervisory control ) parameter scores are in specified range as prescribed by the corporate operational mall audit guidelines/strategy.
- Create,develop and Modify Standard operating procedures and ensure that all sop's are signed off by the GM-operations,Center Director and Head of Operations (Corporate office)
- Ensure that all SOP's are followed diligently by the soft services team members and any planned/un-planned deviation reported to the mall operations management team and the corporate operations team/s. Any deviation has to be approved by the GM-operations, CD and the Corporate Operations team/s.
- Creating and monitoring work plans/schedules/opening and closing checklists daily,weekly,monthly,Quarterly,Six monthly and annually.
- Develop and Monitor a comprehensive schedule for all AMC's/Service contracts related to horticulture, pest control, facade cleaning, Drain Cleaning across the property (This will need extensive and detailed coordination with FLS/Engineering/Operations team)
Person attributes and specifications - 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
Qualifications Qualification (i.e education, training etc.)
- Graduate/ Post-graduate / Diploma ( Minimum)
- Diploma/Degree in Hotel/Hospitality management from a reputed institute(Desirable)
Primary Location: IN-UP-Lucknow
Work Locations: Lucknow Gomtinagar (PMC) Shan-e-awadh, Gomiti Nagar Extension, Sector 7 Lucknow 226010
Job: Operations
Organization: Mall Business
Schedule: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting: Dec 15, 2023, 12:54:10 AM
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