A motivated self-starter who:
- Is passionate about excellent service.
- Is ideas and drive to create innovative change in hospitality services.
- Is qualified in a hospitality discipline (food and beverage, front of house, event management, etc.). An undergraduate degree in hospitality management is preferred.
- Has a minimum 10 years professional experience of leading teams and coordinating partners within world-class Hospitality businesses.
- Has first-hand knowledge of how digital platforms supported these businesses.
- Has comprehensive knowledge of relevant regulations, laws and familiarity with food services, environmental and safety codes and systems.
- Shows a genuine dedication to (and enjoys!) relationship management, communication and collaboration. Loves detail. Great at influencing.
- Speaks and writes English with excellent fluency; competency in European languages is desired.
- Demonstrates strong written and analytical skills, is familiar with the measurement of hospitality services and can present data and trend in a manner appropriate to the audience.
- Has a successful track record of managing within a capital and operating budget accounting framework. Can analyze risks and opportunities as required.
- Can autonomously balance multiple tasks simultaneously; is comfortable to independently lead programs and projects.
- Walks the walk. Shows uncompromising integrity; is a role model for hospitality behaviors. Has a hands-on approach to business; respects individuals at all levels and does not hesitate to pitch-in and do what is necessary.
Key Responsibilities - This enthusiastic colleague will be leading a successful integrated workplace operation at Gurgaon or Bengaluru with responsibilities including:
- Influencing, guiding and mentoring to broadly foster a Hospitality approach within the diverse India team of AXP and vendor colleagues.
- Creating and monitoring the Roadmap for the Workplace Experience in the respective region, to create experiences and spaces that drive the GREWE strategy and priorities
- Overseeing vendor-delivered services and their associated spaces, such as:
- Food Drink (these include dining services such as food outlets and markets, catering, vending, and pantry services including coffee programs, snack programs)
- Fitness Wellbeing in partnership with AXP s Healthy Living Team
- Meeting Events Services and Spaces that make collaboration experiences highly productive.
- Reception Services and Spaces that foster the warmest of welcomes.
- Colleague Community Support including support of colleagues whether they be in the office or not
- Lifestyle Amenities that create unique or practical benefits to being in the office
- Digital tools relating to a frictionless experience.
- Complies with all GREWE and AXP Standard Operating Procedures or Policies.
- Partners with GREWE Regional Relationship Leads and Key Stakeholders to align the expectations and application of services for the region.
- Partners with GREWE Global Center of Excellence colleagues to align regional and global strategies.
- Comfortable working in multi-tasking environment with multiple stakeholders, situational ambiguity, complexity and need for change management
- Knowledge and experience of budget and finance management, including capital planning, accrual and forecasting processes, analysis of risks and opportunities is required.
- Proactive self-starter, analytical, numerate, tenacious with the ability to work under own initiative as the position has a high level of autonomy.
- Strong work ethic, uncompromising integrity and hands-on approach to business that respects individuals at all levels and does not hesitate to pitch-in and do what is necessary.
Read on for more specifically outlined responsibilities.
Management of THE Experience - Unwaveringly promotes best in class service standards, a commitment to excellence, and safety. Structures relationships with internal and vendor partners with the experiential and safety focus at the core.
- Creates a Workplace Experience roadmap and plan for the region s locations that defines key annual priorities on a service-by-service basis, in pursuit of regional and global goals; ensures that it is consistently communicated to partners and stakeholders.
- Responds to changes in regional or global strategy, or reacts to changes in demand or expectations regionally, through flexing planned activities and amending the regional roadmap to accommodate.
- Manages relevant regional or global digital platforms and tools in partnership with stakeholders.
- Partners towards or pursues the creation of optimized operating models, digital platforms, services and design of spaces for new locations, refurbishments or existing services.
- Liaises with GREWE Regional Relationship Leads and Key Interested Stakeholders including CEG, Healthy Living, Digital Workplace, to establish a unified experiential vision for services and spaces.
- Contributes to the Critical Path for space designs (including new locations, refurbishments or material location changes), in order that the vision and scope for services and spaces is reinforced. Holds Third Parties accountable for the delivery of the outcomes of the Critical Path, with specific regard for spaces supporting food and drink/collaboration; and workplace services. Oversees operational mobilization, activation, and demobilization.
- Manages two-way communication channels for AXP colleagues and stakeholders to contribute commentary, ideas and satisfaction levels; and for experience updates to be provided.
- Monitors the day-to-day operational delivery of services through a network of stakeholders as required.
- Periodically reviews partner standard operating procedures to ensure they are driving excellence.
- Complies with AXP defined Risk Management Program as required.
Vendor Management - Responsible for on-going regional partnerships and contracts, along with rigorous management of vendor performance to deliver high quality in-scope services.
- Is the key day to day contact for the partners, removes operational blockers, makes connections to internal stakeholders.
- As required, defines vendor service performance objectives and deliverables; partners to define measurement therefor.
- Responsible for monitoring and reporting of operational controls, service level agreements and key performance indicators internal and external, and tracking of risks/rewards mechanisms.
- As required, negotiates amendments to key commercial and operational terms; negotiates new agreements in partnership with Global or Regional Procurement teams as required
- Undertakes regular performance review meetings with the provider (as defined by Standard Operating Procedures) with the goal of continuous improvement and development of initiatives to drive the regional roadmap.
- Supports maintenance and facilities operations colleagues to ensure optimal operation and maintenance of all AXP reception/meeting spaces, food and beverage facilities and equipment across the region.
- Ensures such inventories of AXP owned equipment or assets are maintained.
- For all Quality Assurance, Food Safety or Health and Safety matters, ensures compliance to agreed or legislatively required standards or code in all locations. Supports partners to facilitate a positive resolution of all issues arising, while ascertaining consumer safety and minimizing risk to AXP and its employees.
Financial Management, Service Measurement Procurement - Liaises with GREWE Finance Operations, located in India, regarding financial information relating to budgets, business unit costs, and financial systems compliance.
- Leads the operational and capital budget processes, and asset management for the region s Workplace Services.
- Ensures the adherence by direct reports, partners and stakeholders to the established regional operational and capital budgets.
- Establishes, continuously reviews and monitors partner/vendor commercial operating models
- Analyse budget performance, ensuring key risks and opportunities are highlighted and reported on a minimum monthly basis; provide forecast updates, variance explanations and bottom-up operating budget calculations as required.
- Defines and manages service measurement data points as are required locally or globally.
- Manages financial service metrics data collection and analysis/reporting via partners as necessary. Maintain financial records for all contracts.
- Contributes to global service procurement processes as defined by the global or regional GREWE strategy, by providing regional requirements and best practice.
- Takes a regional approach to the procurement of regional service agreements, engaging Global Procurement once GREWE regional direction has been established. Works with Regional Procurement office to renew, amend or cancel contracts.
- Provides invoice approval and CPC validation (and/or other payment methods) in accordance with AEMP01.
People Management AXP Colleagues - Walks the talk to model hospitality behaviors, competencies and AXP leadership behaviors for all members of the GREWE team and partner teams.
- Approaches vendor and stakeholder relationships as a mutual partnership.
- Leads such Direct Reports as are regionally defined by the regional organizational chart.
- For Direct Reports, ensures effective performance management processes are in place and adhered to including but not limited to mid and year end reviews, employee development, career planning, coaching, industry or AXP specific training.
- Partners with such AXP partners as CEG, Healthy Living, Digital Workplace, Public Relations and Communications, Security, Brand to build a seamless One colleague experience approach to the colleague workplace experience.
