OYO Rooms - Manager - Operations

Job Description:

- Ensure highest standards of Service and Client Satisfaction; target Zero Customer Complaints on account of OYO Service

- Act as the first level of escalation for any customer issues, and resolve the same in an effective and timely manner

Work closely with property managers to train them in rendering great service

- Work closely with call centre and the customer experience team to deliver great overall experience to customers

- Property staff related responsibilities

- Ensure adequate Staff is present

- Hire and Train the New Staff in OYO Standards of Service

- Ensure adherence to OYO dress and hygiene protocols

- Maintain attendance records

- Maintain and Boost the Morale of the Staff to excel in all service experiences

- Ensure compliance to OYO standards of infrastructure

- Proactively identify issues, highlight and resolve them systematically

- Ensure 100% Compliance to OYO Standards of housekeeping, pest control and overall upkeep of property

- Work with Operations Head or On Boarding Team towards continual development of the Property and Undertake specific projects towards this goal.

- Enforce adherence to OYO systems and processes across all steps - guest check in, guest service, documentation, guest check out and coordination with call centre

- Maintain property level sales and costs summary

- Manage inventory of consumables including OYO sling bags, gas supply, diesel for generator, groceries for kitchen, printer cartridges, bottled water and any other consumables required for running the hotel

- Track staff costs

- Own any issues related to supplies including quality; resolve in an effective and timely manner

- Maintain Good Relations with all internal and external stakeholders for smooth conduction of operations.

Qualifications:

- Good Communication Skills plus Conversant in Local Language of Area under operation.

- 2-4 years of experience, ideally in Management or Operations.

- Demonstrated ability to create, develop and enhance customer relationship.

- Demonstrated ability to enforce processes and systems in a large operating environment

- Excellent learning skills, attention to details, and a bias to proactively resolving issues and results-driven.

- Team player

- Takes ownership of his work

- Ability to build effective relationships with key stakeholders including senior management and property owners

Ability to work in fast paced environment and maintain superior service standard.

- Proficiency in using email, Microsoft Excel and PowerPoint.