Compass Group - Hospitality Lead - Food Services Segment

Summary:

As the India Hospitality Lead, you will be responsible for overseeing and managing the daily operations of various sites, departments, including reception, pantry, events, cafeteria operations, and community ambassador programme. This senior position requires effective leadership to ensure seamless service delivery, adherence to statutory compliances, quality standards, health and safety protocols, and successful navigation through internal and external audits. The India Hospitality Lead will play a pivotal role in building a high-performing team, implementing succession plans, conducting appraisals, maintaining excellent stakeholder relationships, identifying sustainable initiatives, driving innovation in operations, utilizing data analysis for decision-making, demonstrating a strong understanding of P&L and budget management, fostering a culture of learning and development, supporting and maintaining a compliant workplace, championing technology integration, actively engaging in industry networking, and overseeing crisis management strategies

ROLE DUTIES & REQUIREMENTS:

1. Operational Leadership:

- Oversee and coordinate the activities of reception, pantry, events, cafeteria operations, and community ambassadors to ensure efficient service delivery. Implement and enforce quality standards, health and safety protocols across all service areas. Serve as the custodian for all internal and external audits, ensuring compliance with regulations and industry standards.

2. Team Management:

- Build and lead a cohesive team, providing guidance, support, and mentorship to department leads. Develop and implement succession plans for critical roles within respective city operations. Conduct regular and fair performance appraisals for the team, fostering a positive and growth-oriented work environment.

3. Client Relationship Management:

- Act as the secondary point of contact with clients, ensuring a deep understanding of their needs and expectations. Maintain and strengthen stakeholder relationships by delivering exceptional service and addressing client concerns promptly. Collaborate with the regional and national teams to align services with client expectations and company standards.

4. Sustainability Initiatives:

- Identify opportunities for sustainable initiatives within existing operational planning. Align identified initiatives with the overall organization's sustainability roadmap. Implement and monitor sustainable practices to contribute to the company's environmental and social responsibility goals.

5. Innovation in Operations:

- Stay abreast of industry developments and trends in corporate catering services. Drive innovation in operations by implementing new and creative ideas to enhance efficiency, customer satisfaction, and overall service excellence. Foster a culture of continuous improvement and creativity within the team.

6. Data Analysis for Decision-Making:

- Utilize data analysis tools and techniques to gather insights from operational data. Leverage data to make informed decisions and drive continuous improvement in day-to-day operations. Establish key performance indicators (KPIs) and regularly analyse performance metrics to identify areas for enhancement.

7. Operational Efficiency:

- In conjunction with the departmental leads, develop and implement efficient operational procedures and protocols across function. Coordinate and manage scheduling, staffing, and coverage to ensure management availability when department heads are on leave. Collaborate with relevant cross functional departments to address and resolve issues promptly, ensuring a smooth flow of operations.

8. Budget Management:

- Demonstrate a strong understanding of P&L and budget management. Monitor the budget closely, ensuring that costs do not exceed allocated limits. Identify opportunities for cost optimization without compromising service quality.

9. Learning and Development:

- Create a culture of learning and development within the team. Actively promote and participate in training initiatives to enhance the skills and capabilities of the team. Identify opportunities for professional development and mentorship for team members.

10. Compliant Workplace:

- Support and maintain a compliant workplace by ensuring adherence to local labor laws and regulations. Implement policies and procedures that foster a respectful and inclusive work environment. Address and resolve workplace compliance issues promptly and effectively.

11. Technology Integration Champion:

- Proactively implement technology features from T2E or OmniXM software to enhance operational efficiency. Explore external tech solutions that optimize costs and add value to operations and stakeholder experiences. Stay at the forefront of technology trends and be the driving force in adopting innovative solutions that elevate service delivery.

12. Industry Networking:

- Actively engage in industry networking events, conferences, and forums. Build and maintain relationships with key stakeholders and industry professionals. Stay informed about industry best practices, emerging trends, and potential collaboration opportunities.

13. Crisis Management:

- Develop and implement crisis management strategies to address unforeseen challenges and disruptions. Lead the team in responding effectively to crises, ensuring minimal impact on operations and stakeholder experiences. Collaborate with relevant authorities and internal teams to create and maintain comprehensive crisis response plans.

14. Strategic Planning:

- Collaborate with the regional and national teams to contribute to the development and execution of strategic plans for the corporate catering services division. Identify opportunities for process improvement and cost optimization.

15. Adherence to Governance Cadence:

- Prepare governance reports detailing team performance metrics, key milestones, and operational data for use in governance meetings. Actively participate in governance meetings, presenting reports and contributing insights for continuous improvement. Ensure compliance with established governance protocols and policies related to guest service operations.

SKILLS AND EXPERIENCE:

Essential Desirable:

1. Bachelor's degree in Hotel Management

2. Excellent verbal and written communication skills in the local language(s) and proficiency in English. Ability to engage effectively with diverse groups of employees, guests and colleagues.