Randstad Hiring for Chief Hospitality Officer at Mumbai, Maharashtra, India Full Time

Job Description

chief hospitality officer in mumbai

Chief Airport Hospitality OfficerDirect Reporting To (UJR) – CEO Job PurposeThe incumbent would be responsible for proactive end to end customer experience (from car parking to aircraft boarding) for all passengers/guests at the Airport; covering all touch points, with an objective to create an outstanding customer experience that reflects the company’s Airports brand of service. Accountabilities and KPIs No. Key Accountabilities 1. To develop and implement initiatives customized to an Airport eco system that creates excellent journey experience for guests at all touch points at the Airport. 2. To build excellent relationships with all internal and external stakeholders (at the airport) that creates seamless guest experience and operational efficiencies, leaving no scope of service failure at any stage. 3. Be abreast with latest developments and leverage industry best practices to bring about continuous improvement in customer experience to meet current & future needs. 4. Observe gaps in current levels of service, learn from past mistakes and anticipate possible guest needs; thereby bringing changes in processes and improvements in infrastructure to ensure issues are addressed proactively on the ground. 5. To design systems and processes to get real time updates on all operational aspects of airport, that includes (but not limited to) Facilities, Equipment maintenance, Airport events, VIP guest movements, Medical emergencies, Changes to regulations etc. 6. To ensure suitable staffing as per approved Org design and employment model. Provide suitable people leadership to inspire & lead the team to create differentiated customer experience for all guests travelling through the airport. 7. To observe and review on-the-job conduct of customer experience associates, their grooming & appearance and drive interventions for continuous improvement. Invest & train the team suitably to enhance their skills and lead by example. 8. Develop and evolve a collaborative working model with partners/ vendors / stakeholders in the airport in order to create a common ethos around customer experience. 9. To continually review and optimize various operational elements in service by evaluating its economic sustainability without compromising on service standards. 10. Responsible to create and uphold the approved budget for the team, that includes Terminal operations, Security, Facilities, E&M, Medical Services, BHS, Airport call centers, customer facing teams etc. 11. Ensure all stated service parameters agreed as per OMDA (for MIAL) and CA (for other Airports) as applicable. Competencies Strategic Orientation

• Connect the dots, visualize the big picture, and recognize long term implications of today’s actions while making decisions
• Understand organization dynamics / industry trends / financial data and translates this knowledge to articulate business strategies
• Integrate the interests of the environment, society and communities in one’s actions, decisions, and business strategies

Entrepreneurial Mind-Set

• Take initiative to spot medium- and short-term business opportunities and capitalize on them by taking actions with speed and agility
• Be comfortable in ambiguous situations, present oneself with conviction and poise, and recover from setbacks with increased energy

Stake Holder Partnering

• Cultivate and leverage formal and informal networks and enduring relationships with stakeholders through respect, trust, and empathy
• Build strong relationships with existing and potential customers, discover customer needs, take ownership for customer issues, and strive to deliver superior customer experience by taking continuous feedback

Outcome Orientation

• Execute tasks efficiently and safely through effective time management, planning, process efficiency and product/service quality
• Analytically review risks / problems/ issues by assessing their potential impact and developing robust contingency plans
• Act as a custodian of the organization by taking complete ownership of goals / desired outcomes

Transformation Mind-Set

• Continuously update one’s knowledge and skills in line with changing business dynamics and operating mechanisms, and apply the learning to perform in new or changing contexts
• Challenge status quo, create a business case for change, align stakeholders and manage challenges of an uncertain environment

Innovation Focus

• Leverage technology to win in the market
• Build an agile organization (i.e., fluid structure, nimble processes) which responds rapidly to business challenges and market demands

Team Orientation

• Inspire a common vision by fostering teamwork, participate actively in the accomplishment of team objectives, and lead from the front by ‘walking the talk’
• Encourage differences in opinion and deal appropriately with conflict

Employee Development

• Unlock and channel the potential of employees, provide timely feedback, address performance issues, and actively sponsor their development
• Build a work environment where high performance and meritocracy are valued

EDUCATIONAL QUALIFICATIONS: (degree, training, or certification required)

• Masters in Hotel Management/MBA/BE

RELEVANT EXPERIENCE: (no. of years of technical, functional, and/or leadership experience or specific exposure required)

• 20+ years of work experience in reputed 5-star category hotels or other hospitality sectors. At least 8-10 years management experience required in leadership position
• Experience in Airport sector will be an added advantage

skills

hospitality

qualification

MBA/PGDM