Manager, Employees Hospitality Services

Job Purpose

The role holder is responsible for leading and managing all Employees Hospitality Services service requests for that are received and addressed within specified service delivery times. As well as the role holder is also responsible for managing all external vendors for Hospitality services and oversees the delivery of work while ensuring high standard of quality. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Job Responsibility

Manage & provide all Beverage Services to company Group such as:

Provide hospitality services (teaboys and beverage services ) to the offices, meeting room, events.

VIP Service (executive meetings, BoD, CEOs)

Coffee Machines.

Monitor and evaluate vendor performance in alignment with Partner Management to ensure adherence to Service Level Agreements (SLAs), quality standards, and safety regulations.

Address non-compliance issues proactively and collaborate with vendors to implement corrective actions.

Maintain vendor scorecards and performance reports for continuous evaluation in alignment with Partner Management

Conduct routine audits and ensure services comply with operational policies and regulatory requirements.

Participates in the development and implementation of the Facility & Fleet plans, in line with the corporate objectives.

Directs and manages the Employees Hospitality Services mandates, providing leadership and facilitating work processes in order to achieve high performance standards.

Manages and controls change in the Employees Hospitality Services providing guidance and support, necessary for continuous improvement.

Ensures compliance with organizational policies, procedures and quality standards in the Employees Hospitality Services.

Conduct regular on-site inspections to assess service quality, compliance with operational standards, and overall vendor performance in alignment with Partner Management

Ensure all regulatory and safety standards are adhered to during visits.

Monitor hospitality staff performance, ensuring adherence to service standards, workplace policies, and customer satisfaction goals.

Conduct regular performance evaluations and provide feedback to improve service delivery and operational efficiency.

Ensure hospitality staff comply with internal policies, safety regulations, and industry best practices.

Build and sustain effective, professional relationships with vendors, fostering strong communication and collaboration.

Act as the main point of contact for service-related issues, resolving concerns quickly and effectively to minimize disruptions and maintain service quality.

Engage in negotiations with vendors to ensure favorable terms that align with the company's objectives, focusing on cost efficiency, service quality, and mutual benefit.

Manage Budget - Cost PO's invoicing management and compliance.

People Management Responsibilities

Defines goals and key performance indicators for members of the team and ensures effective application of the company performance management process.

Directs planning and selection of manpower in the Facility & Fleet, in line with the business and operational plans.

Ensures high level of employee engagement and capability development by providing on-going feedback and coaching team members within the Facility & Fleet.

Performs other responsibilities and tasks related to the job as directed by line manager

Experience in execution and management of Hospitality services

Years of Experience

Minimum of 6 years of experience

Skills

Strong organizational skills

Strong Communication and Interpersonal Skills

Knowledge of Operations Management

Knowledge of Guest Relations and Customer Service

Strong Strategic Planning and Analytical

Strong vendor management skills

Knowledge of relevant external service providers

Up-to-date knowledge of emerging technological applications and their potential application within company

Education

Bachelor Degree in Hospitality or Business Administration

Certifications

Project Management Professional (PMP)

Certified Hospitality Supervisor (CHS)

Certified Hotel Administrator (CHA)

Certified Hospitality and Tourism Management Professional (CHTMP)

Certified Hospitality Revenue Manager (CHRM)

Certified Food and Beverage Executive (CFBE)