Mall Operations Manager
LTS Mall Inc. NCCC Mall
Total years of experience :34 years, 6 months
* Coordinates with construction management during constructions of structural, electrical and plumber lay-out, AHU installation, Equipment testing and commissioning.
* Monitors variances, PMI’s and punch-list for timely completion and turn-over.
* Works hand in hand with management’s Building Administrator for any technical deviation by construction management, sub-constructors and providers.
* Coordinate with Pollution Control Officer in accomplishing Permits and Clearances for POA, WDP, PTT.
* Ensures timely Registration for Hazardous Waste Generator, Treaters and Transporters.
* Prepares Budget for the newly open Mall.
* Meet with prospective tenants together with Leasing Manager, to show properties, explain terms of occupancy and provides information about local areas.
* Review rents to ensure that they are in line with rental markets.
* Prepares and administers contracts for provisions of property service such as cleaning, maintenance and security.
* Market vacant space to prospective tenants through leasing agents, advertising or other methods.
* Plan initiative marketing program in coordination with Marketing Supervisor that will bring traffic to the Mall.
* Negotiate with service providers for a quality service with the possible lowest cost.
* General Administration of the building facilities, to ensure safe, orderly and optimum utilization of its mechanical, electrical, sanitary, air conditioning, fire protection of the entire building.
* Ensure safety and security of all Mall areas before and after Mall operations hours.
* Manage and ensure implementation of Building, Machine and Equipment Maintenance.
* Coordinates with Safety Officer in establishing and conducting Fire and Safety and First Aid Trainings.
* Organize and assign Emergency Response Team.
* Ensure that tenants and customer needs and expectations are met or exceeded.
* Effectively plan orders and requests to determine correct quantity and lead time.
* Make action to resolve problems, issues and or conflicts within the Mall administration and between supervisors and associates.
*Designated as Pollution Control Managing Head.
* Responsible for the overall management of the operation of the hotel.
* Fully responsible for all aspects of all departments.
* Supports and works with all Department Supervisors in all aspects of running the hotel.
* Manage Maintenance Department, Housekeeping Department, Laundry Department, Procurement and Purchasing Department due to unavailability of Department Heads in the said areas.
* Oversees the entire operations of Hotel Department, including Budget Preparation, Financial Control and Target Implementation and achievements
* Operations include Human Resources, Housekeeping, Laundry, Procurement and Purchasing, Front Desk, Repair and Maintenance, Security, Food Service, Sales and Marketing.
* Deals effectively with Customers, Department Managers, Supervisors and Staff to ensure Hotel smooth operation.
* Ensures the premises are in operative condition as per standard.
* Conducts regular meeting with all the Department Supervisors on a regular bases, to discuss routine operational matters, cost measures, customer’s complaints and feed backs, and take action necessary
* Ensures SOP implementation in all departments and check the same during routine operational checks.
* Monitor the purchase / indent / request of each department
* Ensures that stock in hand (quality, par stock levels, expiry etc) is enough and in good condition.
* Conducts regular and surprise Inspection in all departments with their respective Supervisor's for cleanliness, ambience, service readiness, and staff grooming and hospitality culture.
* Monitors the co-ordination between all departments for smooth & efficient operations.
* Assesses and reviews Customer Satisfaction and Service recovery process.
* Identifies staff learning needs and assists with development
* Provides timely and constructive feedback to all direct reports as and when required either formally or informally.
* Monitors and maintains operation & overhead cost in order to maintain maximum revenue to the organization.
* Be on available on call 24 hours
*In-charge of opening of two branches within Oman.
* Prepares Operational Budget, Sales Forecast and Waste Target Expenses.
*In-charge of the daily store operations of the two newly opened stores and the existing branch.
*Establishes, implement, and monitor standard operating procedures for newly opened stores.
*Hire, train and PA shift managers and staff for new store.
*Supervises, coordinate and schedule activities of shift managers,
*Ensure that food and service meet quality control standard and maintain records of stock.
* Trains managers and staff on job duties, cleanliness and sanitation and safety procedures.
*Sets target for Sales, Expenses and Wastages.
*Ensures that the daily preparations needed in the operation are done before opening.
*Prepares daily operation report to be submitted to General Manager.
*Ensure that all guest order is properly served in accordance to the company standards, Food Safety and Food Hygiene System.
*Conducts Food Safety Audits, Trainings and Seminars in monthly and quarterly bases.
* Undertakes internal once a month audits and once a month inspections to 12 Catering locations within the West Coast and Eastern Region in Saudi Arabia as per the agreed schedule set by the QAQC Manager.
* Conduct internal Food and Safety audit at site in conformance to QAQC procedure for Kitchen and Mess Hall activities.
* Coordinates with Client’s Food Safety external auditors in conducting monthly corporate wide QAQC Food and Hygiene audits based on ARAMCO standard.
* Manages and promotes continuous improvement of the Food Safety Hygiene and Personnel Safety Program based on ISO 22000 and HACCP procedures, throughout all of the Catering & Warehousing operation.
* Monitors compliance of the Food Safety Hygiene and Personnel Safety Program based on ISO 22000 and HACCP procedures, through accurate and consistent documentation for Kitchen, Mess Hall, and Storage Facilities.
* Oversee management of Corrective Action Program through direct contact with Catering
Supervisors to ensure actions are implemented in a timely manner with an effective outcome.
* Provides technical guidance, support, & training to Catering Personnel on all aspects of Food Safety Hygiene as well as workplace safety.
* Conducts in house training, seminars, and information campaign to all level of Catering workforce to be updated regarding implementation and requirements of departmentalized QAQC program.
* Monitors and ensure compliance with site’s Food Safety Hygiene and Personnel Safety Program through regular reporting of deficiencies to the QAQC Manager.
* Accomplishes monthly reports audit score and findings to QAQC Manager after each audit conducted to all assigned locations.
* Ensures that all functional members of Catering, including supervisors, workers and subordinates are fully aware and informed regarding the conduct, compliance and adherence of all applicable standards and specification stipulated in Quality Control Plan.
* Delegates task, assignment, and responsibilities to all staff of Catering Department and coordinate with client’s External Auditor and all department concern in implementing the required inspection.
* Ensures the development of the quality culture on site to increase employee awareness to factors that may compromise food and safety through guidance and training.
* Collects Food and Water Samples for microbiological evaluation in all locations as per advice by QAQC Manager.
*Responsible for the day to day management of the 3 camps assigned within the Abqaiq location.
* Coordinates with other Catering Foremen/Reception Supervisor to ensure that the day to day operations of camps in the location are in order.
* Ensures security, cleanliness and safety of the location, people and assets.
* Measures and improves on client satisfaction.
* Oversees Cost Control and minimize the daily expenses.
* Coordinates with client representatives for labor camps for mobilizing new contracts.
* Checks all reports are maintained and records are in order for front desk operations.
* Logs all feedback receives from clients and conducts audit on camp assets quarterly and report any variances. *Responsible for disposal of assets.
* Audits on outsourced services and approves the payment for the same.
*Managed and Supervised opening of two additional camps to accommodate additional 1, 000 occupants by laying down budget, manpower and equipments for the facilities of both Accommodation and Catering Departments.
* Responsible for maintaining and upgrading facilities with the Camps.
* Ensures that all records are maintain on assets movement and reports the same to the Asset Controller.
* Meets and deals with customer grievances on a daily basis and ensuring coordinating departments are delivering the same.
* Initiates all Material Requests and capital upgrade requests as per budgets and ensure that the operational profitability for the location is achieved.
* Audits camp security systems, and ensures all audit reports from HSE coordinator are acted upon and provides feedback on the same.
* Checks daily safety practices of the camps with the help of Fire and Safety, Security and Food Safety Departments.
* Ensures orientation Induction training for all new staff and the continuous supervision for improvement.
* Coordinates with the HSE coordinator to conduct Fire drills.
* Coordinates with the housekeeping department on regular cleaning schedule, and quarterly general cleaning..
* Ensures all reports required periodically are submitted on time.
* Ensures certification/quality audit requirements and implemented in all location.
* In-charge of Operational Management: organizing stocks and equipments, ordering supplies and overseeing building maintenance, cleanliness and security.
* In-charge of Financial Management: planning and working budgets, maximizing profits and achieving sales targets set by head office and administering Payrolls.
* In-charge of People Management: recruiting new staff, Training and Developing existing staff, motivating and encouraging staff to achieve targets, coordinating staff scheduling.
* Ensure standards of Hygiene are maintained and that the restaurant complies with Health and Safety Regulations.
* Ensures high standards of customer service are maintained.
* Implements and instills to Store Teams the Company Policies, Procedures and Ethics.
* Handles customer complaints and queries.
* Creates Market Promotional Campaigns.
* Do regular Sales Call to Government offices, Schools, and private establishments to generate sales.
* Prepares reports and other Performance Analysis documentation.
* Reports to and attends regular meetings with Area Managers or head office representatives.
* Establishes relationships with the local community and undertakes activities which comply with the company’s corporate social responsibility program
* Oversees the entire Fast food Operation, from Food Safety, Product Roll-Out, Assistant Manager’s KRA and Quarterly Performance Appraisals, Hiring and Training of Crew, Sales and Marketing implementation, Repair and Maintenance, Security and Budget Control.
* Conducts monthly Store QMS Audit in the area of Food, Service, Cleanliness, and Condition based on HACCP guidelines and procedures.
* Conducts regular monthly cross audit to other fast food Stores as part of the yearly scoring for FSC Excellence Award,
* Gathers and analyze data during the Monthly Audit on Best Practices and Corrective Action Implementation.
* Obtains list of vacant rooms to be cleaned immediately and list of prospective check-outs or discharges to in order to prepare work assignments.
* Ensure prioritizing of back to back rooms for cleaning.
* Conducts Personal Hygiene and Uniform conformance .
* Review Endorsement Log-Book and take necessary action for any pending concerns.
* Assigns team members their duties, and inspects work for conformance to prescribed standards of cleanliness.
* Prepares and distributes the Room assignment sheet and floor keys to room boys and chambermaids.
* Maintain clear and efficient communication and coordination with the Front Office and other departments of the hotel.
*Schedules the cleaning of the room carpets, upholstery, and draperies as needed, along with deep cleaning projects and window cleaning as necessary.
*Schedules cleaning for lobby area, public restrooms, telephone areas, hallways, entrances, elevators.
* Schedules periodic major cleaning projects including carpet shampooing, cleaning of walls and baseboards, cleaning of windows, elevator doors and tracks.
* Schedules cleaning of all meeting rooms after a completed function.
* Schedules deep cleaning of all meeting rooms on periodic basis including carpet shampooing, cleaning of walls and baseboards, cleaning of windows, and others areas that needs in-deep-cleaning.
* Conducts Inventories and ensure accurate Par-Stocking of cleaning supplies & linen stock to ensure adequate supplies.
* Investigates concerns regarding housekeeping service and equipment, and takes corrective action.
* Ensure all meeting room functions are properly set up according to the requests indicated on the meeting room/event function sheets.
* Ensures Guest Rooms are properly secured and that proper key control procedures are utilized by the housekeeping staff.
* Advises manager, desk clerk, & admitting personnel of rooms ready for occupancy.
* Rewards employees who use their empowerment to meet or exceed guest expectations.
* Print all housekeeping related reports and traces from PMS.
* Assists in controlling expenses, by the housekeeping department.
* Confirm all housekeeping staff members have arrived or find substitutes for absent employees.
*Maintain high quality of housekeeping standards in the guest rooms, linens and uniforms, lost and found procedures, laundry, outlets and, public area.
* Review outside laundry facility servicing to ensure quality, undamaged linens and consistent delivery, keeping in mind the budgetary guidelines.
* Co-ordinate with vendors, clients and suppliers: Pest control, Laundry services and other outsource services.
* Attend to any guest complaints and take service recovery measures if required.
* Review the housekeeping points on the guest feedback forms, take actions on guest complaints and also share guest compliments with staff members.
* Prepare annual housekeeping budget.
* Coordinates and Submit requests for repair and periodic maintenance of cleaning equipment.
* Prepares store requisition, purchase other supplies and equipment, also monitor par stock on all housekeeping guest supplies and linens.
* Co-ordinate with front office and sending room discrepancy lists.
* Select, staff, recruit, hire, and train qualified housekeeping candidates.
* Collects and Records data concerning work assignments, personnel actions, and time cards, and prepares periodic reports. Prepare reports if needed concerning room occupancy, payroll expenses, and department expenses.
* Attends periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and to make recommendations to improve service and ensure more efficient operation.
* Orient and familiarize new personnel with Hotel facilities and operating hours.
* Control all expenditures relating to Housekeeping, including labor, Guest Room supplies, and all cleaning supplies and equipment.
* Ensures visibility in the hotel lobby and other public areas.
* Represents the General Manager and other Senior Managers in their absence during night shift operation.
* Supervise the entire Hotel nightly activities in the absence of Department Heads.
* Maintains a good status awareness of all hotel areas.
* Delivers excellent customer service and maintain a high standard of customer management, at all times.
* Fulfils all reasonable requests from guests, to ensure their comfort, satisfaction and safety.
* Undertakes overnight responsibility in the absence of reception staff, like check- ins and check-outs, taking reservations and dealing with all telephone enquiries.
* Maintains knowledge of all company promotions and hotel pricing, to provide information to guests, on request.
* Responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services, accountable for guests’ safety and comfort.
* Completes security checks at hourly intervals throughout the night.
* Completes manager’s log book and maintain accurate records of all Fire Safety checks carried out during the shift.
* Undertake additional administration duties, as requested by either the hotel Department Managers.
* Adheres to company policy for reporting accidents and incidents.
* Maintains personal knowledge by completing in-house training, attending courses and completing workbooks.
* Always adhere to all company policies and procedures and licensing laws.
* Involves and contributes at team meetings.
* Carries out instructions given by the management team and head office.
* Have a good knowledge of all security and emergency procedures and manage the night shift operation with outmost care.
* Deal with any management issues or emergencies that arise, record them as required, and ensure there is follow up.
* Ensure that all guest complaints are dealt with promptly and followed up on.
* Support the Front Desk and Front Desk Cashier on check-in/check-out and any accounting related duties.
* Assist and/or Supervise Front Desk Cashier, Front Desk Clerk, Reservation Officer and Telephone Operator whenever needed.
* Check and Audit Guest’s Folio / Statement of Account prepared by Cashier for the scheduled checking out guest, before preparing Guest’s final billing.
* Inform Departments of special requests, early/late departures, and room changes.
* Accepts and blocks Room Reservation and Function Reservation.
* In-charge of all in-coming bookings for room accommodation and Banquet activities.
* Supervises the overall cleanliness, maintenance, and the orderliness of the entire facilities, including guest rooms, public areas and back of the house.
* Monitors correct handling of all guest requests.
* Ensures that cleanliness and service standards are maintained in all areas of responsibility.
* Works closely with the engineering department by reporting all work orders as soon as possible.
* Provides daily updates to the Residence Manager on progress and status of each area of responsibility.
* Ensures that all required forms are complete on a daily bases.
* Maintains correct inventories of all items by conducting monthly inventory of supplies and maintain par stock for room amenities, mini bar stocks, cleaning chemicals, and linens.
* Completes all special projects in a timely manner.
* Ensures all equipment and cleaning supplies are used correctly and in accordance with safety and security standards to guarantee safety by conducting monthly inspection to all cleaning equipment and prepare job order for necessary repair or service.
* Inspects all late check outs, VIP turndown and random turn downs nightly on PM shift.
* Conducts room checking before declaring room is ready for occupancy.
* Conducts daily pre-shift meetings on each shift before deploying staff for the day’s assignment.
* Conducts monthly refresher course and motivational training programs.
* Trains staff in maintaining clean, organized, and properly stocked work areas and equipment.
* Conducts daily grooming check to all incoming staff for duty to ensure standard grooming are followed at all times.
* Trains and monitors room attendants daily to ensure that standards of service and cleanliness are understood and followed.
* Recognizes and reports all missing, damaged, or sub-standard fixtures and equipment.
* Inspects all assigned guestrooms, both occupied and vacant. Ensure all general cleaning, preparation for VIP's early arrivals and special cleaning requests are done on time and according to standard.
* Conducts trainings and evaluates incoming staff for housekeeping department.
* Maintains records of monthly consumption of room amenities, minibar stocks, and cleaning chemicals.
* Prepares monthly staff’s schedule and assign task to staff.
* Prepares requisition and job order to department concern.
* Attends to guest requests and complains.
* Receives reports of any Lost and Found Items, log, and turn over items to department head.
* Reports directly to Residence Manager.
* Attends daily briefings and meetings.