Workplace Hospitality Services Manager

Job Purpose

The role holder is responsible for leading and managing all Workplace Hospitality Services 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

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

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

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

Ensures compliance with organizational policies, procedures and quality standards in the Workplace Hospitality Services. Core Responsibilities

-Manage & provide all Group Workplace Hospitality Services to company such as:

Select operators to occupy available spaces within the company buildings based on employee satisfaction data and recommendations and developed internal criteria to provide the services related to (Restaurants, Cafes , Vending machines)

- Permit & Compliance Management

Manage the issuance of temporary and permanent entry permits for vendors, contractors, and authorized personnel, ensuring compliance with organizational security and safety protocols.

Oversee the issuance and tracking of material entry and exit permits, ensuring proper documentation for all goods entering or leaving the premises in accordance with company policies and security procedures.

Monitor and ensure that operators comply with internal policies, organizational standards, and relevant regulatory requirements throughout the operational process.

Conduct risk assessments and provide recommendations for mitigating operational or compliance risks associated with operator relationships related to hospitality services

-Operational Oversight & Performance Management:

Regularly assess operator performance against established criteria, ensuring alignment with organizational goals and contractual obligations related to hospitality services

Identify any performance or compliance gaps and take necessary actions to address these issues promptly to ensure operational excellence related to hospitality services

Prepare compliance and performance reports for senior management, outlining areas of concern and recommendations for improvement related to hospitality services

Develop and implement performance metrics and service level agreements (SLAs) to ensure operators meet required standards related to hospitality services

Facilitate ongoing training and support to ensure operators are familiar with organizational procedures and expectations.

Lead annual or semi-annual vendor performance reviews, ensuring service delivery, compliance, and performance align with business objectives in alignment with Partner Management GD

-Vendor Selection & Contract Management:

Identify, evaluate, and secure spaces that are suitable for operator operations based on business needs and organizational requirements related to hospitality services

Engage with operators related team to finalize contract terms, including pricing, service scope, timelines, and specific responsibilities for hospitality services

Conduct due diligence on prospective operators to assess their capabilities, qualifications, and ability to meet organizational standards for hospitality services

Lead negotiations with operators to finalize contract terms, ensuring alignment with both organizational objectives and operational expectations for hospitality services

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

Years of Experience

Minimum of 6 years of experience in a related discipline

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 the 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)