CVx Service Lead - Crews- ASM Level

CVx Service Lead – Client Experience JD as per CCA /

Level – A/SM

Location : A level – Noida
SM level – Bangalore

Would need profiles with hospitality qualification/ experience. Also local language fluency is a must along with English and Hindi and only female candidates required

Education qualification pattern of “10 23” i.e. Full time Diploma/Graduate / Post Graduate /engineering in any discipline. Preferably (Hospitality /Hotel Management/ Food Technology discipline).• Ensures seamless delivery of a track or multiple tracks ( board room management client visits events or logistics) of hospitality service in a location WITH the objective of achieving customer satisfaction at all times WITHIN the guidelines of cognizant standards and norms

• Handle guest complaints assist with the checkin process and explain all facility amenities.

• Coordinating and multitasking job duties in a busy environment.

• Ensuring and providing flawless upscale professional and high class guest service experiences

• Analyzing customer feedback and providing strategic direction to continuously improve overall rating. BAU Reporting Consulting & Advisory

Operations Management

• Plan monthly expenses and share data for yearly budgeting

• Monitor client visits events and logistic arrangements

• Review invoices on a periodic basis

• Monitor smooth operations of group bookings

• Monitor upkeep and maintenance of corporate floors meeting rooms company cars GH's and ensure optimum utilization

• Monitor IFM resources for timely delivery and closure of requests

• Continual improvement of service standards utilizing tools e.g.. GSD's

Policy Procedure and Audit

• Assist with and provide inputs for policy and procedure document

• Face location audits and assist with closure of points

• Carry out monthly GH audits to ensure upkeep and maintenance of GH's as per CTS standards. Share observations with vendors for necessary action and improvement. • Follow up with vendors for closure of audit points

• Carry out quarterly airport mock drills to audit cab vendor performance and quality of service

• Share observations with vendors for necessary action and improvement

• Follow up with vendors for closure of audit points

• Adhere to policy and procedures of hospitality services at all times

Process Review and Reports

• Maintain and generate monthly and quarterly reports as per timelines

• Publish MIS reports as per timelines

• Ensure standard process of the function is followed

• Attend the weekly process review calls driven by the manager and horizontal lead

• Follow up with vendors for daily reports

• Ensure IFM resources maintain and generate daily/weekly/monthly reports e.g.. daily booking sheet daily and monthly client visits report etc.

Vendor Management

• Share daily requirements with vendors and ensure timely delivery of cabs ODC arrangements gift supply etc.

• Monthly review with all vendors on performance and quality

• Monitor vendor performance metrics

• Timely clearance of vendor invoices

• Monitor if SLA's are met by vendors

People Management & Team Management

• Collaborate and coordinate with other support functions

• Ensure equal distribution of work amongst team members and ensure seamless operations in absence of any colleague.

• Provide adequate and periodic guidance to the team to ensure consistent performance and scalability.

• Promote team unity and collaboration.

• Provide an open feedback session for your respective teams.

• Work closely with the teams to provide motivation and encouragement

• Training needs for the individual and team to be identified and planned.

Knowledge Management

• Create knowledge articles on standard operating procedures to be followed

• Arrange KT sessions for new joiners

• Guide new team mates (IFM) on the knowledge

Process Adherence/Optimization/ Automation / Innovation

• Liaise with technical team for any operational issues

• Assist with application enhancements based on daily operations

• Responsible for optimization of company cars and guest house utilization

• Participate actively in Innovations

• Align the team to continuous process changes

• Follow process set for the horizontal and ensure IFM resources are in line with the company standards/processes

Client Experience

• Responsible for customer and leadership satisfaction and delight

• Responsible to improve customer satisfaction rating for the services provided

• Regional flavors to be incorporated in the daily operations

• Liaise with customers for timely execution of tasks

• Continuous connect with projects to understand their requirement and ensure implementation

• Adherence to customer communication etiquettes.