operational excellence in Pune
ITeS & BPO
?� Strategic Planning & Financial Management
a. Support the top management in establishing corporate strategies for achievement of top line and bottom line targets.
b. Analyze and review the operational requirements and communicate the same to the top management for accomplishment of the business goals.
c. Plan efficient and economic operation of the Food & Beverage Division (Service & Production), IT, Administration, Security, Facility Management, and guide the team to maintain equipment in optimum condition.
d. Produce and update business forecasts for operations and control departmental operating costs in line with forecasted business levels.
e. Control and monitor payroll costs by allocating labour resources in line with forecasted and actual business levels through payroll management.
f. Prepare the budget for the department and ensure to abide by it.
� Operational Excellence
a. Ensure that all the outlets (dining, bar, golf course refreshment stations, banquet, etc) and operations are managed efficiently according to the established concept statements.
b. Monitor service and food and beverage standards. Work with the Banquet Service Manager and respective Chef team to take corrective action where necessary.
c. Conduct frequent and thorough inspections of the service areas, kitchens, F&B stores, pantry, security and upkeep of the facilities.
d. Ensure SOP implementation in all departments and check the same during routine operational checks.
e. Monitor the purchase / indent of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
f. Randomly inspect the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.
g. Deal with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to Purchase.
h. Monitor inward / outward / gate pass register at security and coordinate with admin /security department for suggestions /instructions /corrective actions.
i. Inspect the kitchen for SOP implementation in production / quality of the food.
j. Storage methods in fridges & chillers and awareness of hygiene among the staff.
k. Maintain close coordination between all the departments in case of a banquet/ residential conference or an event, for smooth & efficient operations.
l. Maintain PR with club guest /members by meeting them and /or by visiting the restaurant and listening to their suggestions and complaints and take necessary steps for solutions.
m. Coordinate with the house keeping for inspecting the rooms / public areas for cleanliness / ambience maintenance etc.
n. Check with front office for the daily sales & occupancy report, guest complaints & suggestion, bulk room bookings, boards for any special events etc.
� Customer Relationship Management (Guest Services)
a. Establish a rapport with guests maintaining good customer relationships and handle all guest feedbacks, requests and enquiries on facilities, food, beverage and service.
b. Personally and frequently verify that members and guests in the club and luxury chalets are receiving the best possible and personalised service.
c. Manage the consistent delivery of superior customer service through the Customer Service Programme.
d. Carry out fitness assessments and devise programmes on a regular basis for Leisure Club members as required.
e. Monitor fitness programmes on a regular basis for all Leisure Club members.
f. Ensure that the department creates a professional impression to customers and team members.
g. Evaluate and act on Customer Service Reports to achieve positive and consistent results.
h. Review and act upon customer feedback relevant to the areas of responsibility to achieve positive and consistent results.
� Environment, Health & Safety Control
a. Ensure the department operates effectively on a day to day basis, ensuring company brand standards are met and delivered consistently with attention to detail. This to include ensuring shift controls and procedures are adhered to.
b. Comply with statutory and company requirements for Health and Safety, Food Safety, Risk Assessment, Licensing Laws, Disability and all employment legislation is strictly adhered to, and ensure team members are trained accordingly.
c. Evaluate, co-ordinate and monitor action on Hygiene Audits in order to enhance the environment and achieve positive consistent results.
d. Check the premises to ensure health security, emergency time management/ relief procedures and safety rules are complied with by all departments in co-ordination with HR /Administration Executive and CSO.
e. Ensure compliance with licensing laws / health & safety and other statutory regulations in coordination with Accounts / Admin & HR department.
� Coaching and Mentoring
a. Develop an effective team by providing leadership, motivation & support to the team.
b. Refer, help recruit, select and develop operations staff to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
c. Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
d. Instil the Training philosophies of the company and work closely with all Managers and Supervisors to ensure that they take an active role in the training and development of employees.
e. Develop training activities focused on improving skills and knowledge.
f. Monitor employee morale and provide mechanisms for performance feedback and development.
g. Effectively communicate guiding principles and core values to all levels of employees.
h. Cultivate a cohesive, creative, and comfortable working environment, mediating any interpersonal issues within the team.
i. Ensure that all members understand the team�s objectives & work together to achieve it. Constant monitoring to ensure that everyone is working towards the same goal.
?Department - Operations.
?Oxford Group - Oxford Golf & Resorts Pvt. Ltd
?Leisure and Hospitality Industry
?Post Graduate / MBA (Operations) and Hotel Management degree, preferably from premier institute