01/03 Surbhi Kapoor
HR at OYO Rooms

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OYO Rooms - Service Head - Customer Experience (4-10 yrs)

Guwahati/UP Job Code: 670520

 Vendor Management:

- Managing end-to-end vendors - Sourcing, commercial negotiations, performance management, etc. for different verticals - Food and Beverage, Manpower, Repair and Maintenance

People Management:

- Leading multiple teams - Field Engineers, Trainers, Vendor Business Development.

- Planning hiring needs (including bench requirements), managing the capacity and planning for the peak.

- Managing the performance objectively, coaching and engaging the team. Would need to lead a team of Field Engineers, Trainers, General Managers, Vendor BDs, etc.

 Problem Solving:

- Running projects in the hub to deliver superior consumer experience

- Thinking on the feet and be self-driven in resolving problems in hand

 Data Orientation:

- Sound understanding of numbers and data

- Identifying trends, patterns, outliers and deep dive on core issues.

- Optimizing Guest Experience and Operational Costs, working within a defined budget

 Stakeholder Management - Engaging with different stakeholders - vendors, property owners, local and central cross-functional teams to deliver the best operational excellence

- Should have excellent communication and leadership skills to work in a dynamic environment.

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