Workplace Hospitality Services Manager

Job Description

The role holder is responsible for leading and managing all Workplace Hospitality Services requests that are received and addressed within specified service delivery times. The role holder also manages 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.

• 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.
• 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.
  • 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…