Head - Operations - Hospitality

Roles & Responsibilities:

1. Setting budgets and cost controlling.

2. Ensuring the highest standards of food and beverage service, sanitation and security features.

3. Assisting in Menu planning and modifying as per market and customer feedbacks and satisfaction.

4. Handling customer grievances and taking necessary resolution after discussion with management.

5. Managing inventory and vendors.

6. Setting strategies for marketing and sales campaigns.

7. Staff Management and training programs.

8. Developing strategies to increase profit.

9. Analyzing and Managing reports.

10. Manage operations by putting necessary processes, audit controls in places and implementing strategic plans, marketing plans, training program as required at Airports and Railways.

11. Monitor and maintain daily performance records and analysis of MIS report across all departments for proper execution.

12. Conducts profit and loss review meetings on a monthly basis with group heads and plan strategies for maximizing sales.

13. Liaison with licensees and their contractors ensuring that all works are carried out in accordance with the required SOP's to work in conjunction with the other operational departments looping the top management authorities there on.

14. Coordinating with other departments like Front Office, F&B, House-keeping, Security, Safety etc. to ensure smooth functioning and minimizing the customer inconvenience.

15. Handling customer grievances, feedbacks and taking necessary resolution after discussion with management.

16. To ensure the smooth operations of the Front Office department by delivering the brand promise by managing the front office operations in the hotel.

17. Maximizing rooms- sales and revenues for the hotel through upselling and inventory management initiatives.

18. Personalizing Guest experience through effective processes such as:

a. Daily Accommodation Meeting

b. Guest Relations Programme

c. Guest Recognition Programme

d. Ensuring that the Guest Satisfaction Survey targets are achieved.

19. To ensure that sufficient trained staff is available to meet the business requirements of the different functional areas and that they are encouraged and motivated to provide a superior level of customer satisfaction.

20. To ensure that staff are fully conversant with the operation of the Front Office system, have appropriate product knowledge and are able to carry out their specific responsibilities effectively, by identifying training requirements, planning development activities monitoring subsequently performance and evaluating against objectives.

21. To be aware of competitors- facilities and rates and report on any information that is relevant to the improvement of guest service and/or the achievement of an increase in room yield.

22. To liaise regularly with the Reservations regarding room allocations, VIPs, special requests.

23. Staffing & Recruitment.

24. Developing cost reduction strategies and assisting Director Rooms in managing overall department operations & thereby achieving divisional profitability.

a. Compile month-end reports for activities, including analysis and strategies for improvement.