Soft Service Manager - Mumbai, India - CBRE

Description

JOB SUMMARY The purpose of this position is to provide assistance to the facility management team to ensure the successful competition of client facility needs.

Responsible for the overall operations and maintenance of the property in order to provide customers with a comfortable environment and quality services and retailers with adequate facilities/ support leading to customer satisfaction and enhanced consumption

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Sound Knowledge of Mall Management practices
• Principles of building and maintaining retailer / customer relationship
• Knowledge of business planning and budgeting.
• Should possess good decision making and leadership skills. Develop and deploy the mall management strategy and implement policies and processes related to parking, house- keeping, horticulture, pest control and fa- ade cleaning across all the malls and common area in coordination with Chief Engineer & Ops Head
• Prepare an overall budget for the Operations department incorporating operations, and engineering expenses after reviewing the annual/quarterly
• Ensure adherence to the budget assigned for the various activities/ areas of operations (such as Engineering, Parking, House-keeping etc.)
• Ensuring efficiency of mall operations through monitoring the opening and closing time of the mall, supervising the activities performed by the Ops, Engg etc on a daily basis
• Monitoring the functioning of F&B operations in terms of food and service quality, hygiene, general sanitation, etc and provide the necessary support of required facilities during the events to the Events team
• Identify potential agencies for House-keeping, Parking, Horticulture, fulfilling the pre-defined criteria and conduct the empanelment of the same.
• Identify training needs and organize requisite training programs for permanent employees and outsourced staff in areas of housekeeping, parking etc.
• Ensure adherence to the defined/ desired timelines for resolution of retailer complaints through Help Desk
• Defining the Service Standards for the Engineering, housekeeping, Ops agencies in line with corporate standards and also develop the deployment plan with the teams.
• Drives the development and implementation of the maintenance strategy with the Chief Engineer across all the equipment / systems within the property; covering aspects of preventive and break-down maintenance, in order to provide a comfortable and secure environment for customers.
• Monitor the development of a comprehensive schedule for all AMCs related to horticulture, pest control, facade cleaning, Drain Cleaning across the property
• Liaise with local municipal authorities/ government and other regulatory bodies along with the Manager - Liaison and ensure that all permissions/ licenses are in place.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and EXPERIENCE
Bachelor's In Hospitality Management. FINANCIAL KNOWLEDGE Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages. REASONING ABILITY Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. OTHER SKILLS and/or ABILITIES Basic skills with Microsoft Office Outlook. Physical requirements include stooping, standing, walking, climbing stairs and ladders and ability to lift and carry heavy loads of 50 lbs. or more. SCOPE OF RESPONSIBILITY Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.