Description:
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 +2+3” 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 check-in process and explain all facility amenities.
• Coordinating and multi-tasking 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.