Deputy General Manager

Job Description

Deputy General Manager - Operations

Location: Converge Delhi NCR
Employment Type: Full Time

Roles and Responsibilities

A progressive professional with hospitality background and experience in hotel operations as either a Business unit head of a select service hotel or Second in command of a full service hotel. The desired candidate is expected to have over 8 years of experience in developing and executing business strategy and leading large cross-functional teams across various aspects of property management, facilities operations, P&L management, front desk, concierge, meeting rooms, spa/salon, events, banquet operations, and food services management. The ability to build and maintain strong client relationships is imperative.

CORE WORK ACTIVITIES

• Functions as the strategic business leader of the City/ Regional area, Business parks, and Facilities Operations. Areas of responsibility will include Property Management, Operations team, Front Desk/ Concierge, Business Centers, Recreation/Health Club, Housekeeping, Food and Beverage, Engineering, and Maintenance.
• Leads the direct reports (City Training Managers and Business Park Managers) and liaises with the leadership team, Corporates Training Lead, and Corporate F&B Head to develop and implement functional strategies and ensures implementation of COWRKS product and service strategy.
• Ensures Operations meet the companys standards, target member and tenant needs, focuses on bringing operational efficiencies, revenues, and maximizes financial performance, developing positive builder and tenant relations.
• Develops and implements city/region-wide strategies that deliver products and services to meet or exceed the needs and expectations of the COWRKS target customer and employees and provides a return on investment.

Profitability and Revenue

• Create annual budgets. Develop and maintain operating budgets for city and/or regional locations.
• Prepare and review reports along with financial statements to determine performance against budget.
• Prepare departmental budgets and objective manuals with constant review and observations.
• Executes and monitors Capital expenditure projects, preventative maintenance, energy conservation, and other controllable expenses. Analyze and strategize for reduction in operations cost.
• Develop fee-based Income streams by managing amenities and services.
• Play an active role in leasing the office spaces in accordance with the approved business plan for city/regional business parks.

Operations and Experience

• Ensures effective management and operations of all facilities and operations of the Business Parks in the city/region.
• Ensures the building operations and facilities management, keeping with the best hospitality standards.
• Creates, develops, and implements Monthly SLA, Management report & other operation-related formats and reports in concurrence with client process guidelines.
• Vendor, sub-vendor & Contractor Management of all business parks.
• Prepares and implements management contracts and marketing plans; monitor all agreements, AMCs, and plans for effectiveness.
• Manage physical operations, capital improvements, repairs, and preventive maintenance for all city/regional sites.
• Perform site audits of existing facilities and equipment to capture and report current condition and develop repair and maintenance scopes of work.
• Coordinate contractual arrangements with subcontractors and suppliers, critical equipment, building aesthetics enhancement and functionality, and building infrastructure.
• Liaise with Technology team to drive and support tech products for experience team and clients.
• Lead event planning, conference center operations, and food services.

Leadership and Team Management

• Lead cross-functional teams of business parks in the city/region including Operations, Experience, Food & Beverage, Housekeeping, Tenant/Member Relations teams with robust training and operational processes.
• Create a safe and efficient work environment that improves business performance and optimizes staff productivity.
• Manage complex, multifunctional initiatives with significant impacts to people, process, and technology.
• Develop KPIs and Metrics to drive productivity, process improvement, and service levels.
• Driving brand partnerships and alliances, ensuring hassle-free onboarding and offboarding experience of clients.
• Closely work with city/regional Strategy, Revenue/Leasing, and Marketing teams to deliver organization goals.

Client Experience

• Design and implement procedures and programs to ensure service consistency to all sites in the portfolio.
• Conduct periodic Surveys and Feedback of tenants and customers.
• Utilize data to develop trends and insights that will drive continuous improvement in the site performance.
• Motivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight.

Safety, Environment, and Compliance

• Ensure all Fire, Health, Safety, Environment compliances.
• Social Responsibility and Sustainability.
• Ensuring compliance with all legal requirements in connection with operations.
• Ensure all Compliance, Internal & External Audit controls.
• Guiding and supervising maintenance of the facilities.

BEHAVIORAL ATTRIBUTES

• A self-starter with the ability to act autonomously.
• Demonstrated understanding of business and strong commercial acumen.
• Ability to understand complex situations and make sound business decisions.
• Communicates clearly, negotiates persuasively, builds and maintains relationships internally and externally.
• Exemplifies Personal Drive and Integrity Self-motivated and outcome-oriented.
• Achieves Results, Implements change, has the ability to identify and clarify ambiguities; Closure and delivery focused.
• Accuracy and attention to detail; has the ability to manage several complex or high profile issues simultaneously.
• Confident decision maker.
• Excellent written and verbal communication skills.
• Ability to work well under pressure and to re-prioritize multiple tasks.

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