The Executive Centre (TEC) opened the doors to the first Executive Centre in 1994 and today boasts over 220+ centres in 36 cities and 16 markets.
The Executive Centre caters to ambitious professionals and industry leaders looking for more than just an office space - they are looking for a place for their organisation to thrive. TEC has cultivated an environment designed for success with a global network spanning Greater China, Southeast Asia, North Asia, India, Sri Lanka, the Middle East, and Australia, with sights to go further and grow faster. Each Executive Centre offers a prestigious address with the advanced infrastructure to pre-empt, meet, and exceed the needs of our ambitious Members. Walking with them through every milestone and achievement; empowering them to succeed.
Privately owned and headquartered in Hong Kong, TEC provides first class Exclusive and Shared Workspaces, Business Concierge Services, and Meetings & Events facilities to suit any business' needs.
For more information, please visit www.executivecentre.com
Come and join us in our TEC family!
Position: Manager - Operations / Senior Manager - Operations
The Executive Centre is an innovative, multinational, flexible and premium workspace provider, catering to businesses and individual members from the broadest spectrum, each with unique requirements.
As an Operations Manager / Senior Operations Manager in the local Operations team, the role revolves around the management and coordination of the city Operations team, to implement and maintain a level of customer service unsurpassed in the hospitality industry. You will manage and head the overall operational performance of all the centres within your city, creating an environment where operational teams feel highly motivated and bonded with the company.
You will have responsibility to drive revenue and other performance KPI allocated to Operations division. Input will also be required on the annual service income budget. Regular reviews of maintenance and engineering issues will also be required, including maintenance contracts that are relevant to the Operations department.
Responsibilities:
Operations:
- Develops and maintains an exceptional services culture that exceeds the clients’ expectations
- Monitors daily operations of all centres and ensure service standards are maintained and improved upon, in accordance with company Standard Operating Procedures
- Supervises, coach, and instructs staff on handling of all clients
- Assists with daily operations at centres when requested
- Continuously monitors the implementation of SOP’s to ensure adherence, seek feedback and revert to the Regional Head of Operations for improvements on the following:
1) Daily operations
2) New Initiatives and Strategy
3) Ensuring company policy is being adhered to
4) Team Management
5) Market and Industry awareness
6) Revenue, Forecast and Budgeting
7) Vendors and Cost
Service Revenue:
- Ensure revenue targets, as set out in the budget, are achieved
- Up-sell products and services to all clients, either directly or indirectly through the Operation’s team
- Coordinate and implement service revenue promotions as set out by the company
- Create awareness of the importance of revenue and the accuracy of data input, ensuring revenue is captured correctly and adheres to company standards
- Ensures Engagement and Service Team delivers impeccable service
Human Resources:
- Handles Engagement Team and Service Team inquiries and concerns on daily basis
- Motivates team members; creating a positive and learning environment for all
- Prepares, organizes, implements and evaluates training programs for up-selling of TEC products and services (Training programs with sales team)
- Supervises and conducts training programs for operational staff, to ensure they have the knowledge, skills and abilities to carry out their work and drive the culture of client excellence in their locations
- Facilitate information sharing and continuous learning and development
- Conducts probation and annual performance reviews of operational staff
- Engages in team work and assumes all operational roles at the centre, if necessary
- Responsible for staff recruitment and orientation including: recruiting and staffing, employee on-boarding and training
- Ensure all training programmes for team members are well carried out according to the corporate specification
Cleaning and Maintenance:
- Oversees the maintenance and cleanliness of all local centres
- Oversees the maintenance and quality of all local centre equipment, and ensures that all equipment service agreements are maintained as appropriate
Other:
- Provides regular follow up and actions on all Client surveys and Client Exit surveys, to continuously analyse and improve the TEC offering
- Reviews and upgrade training material as required and instructed by the company
- Other duties as maybe assigned from time to time
Who are we looking for:
KPIs:
- Client satisfaction
- Management and motivation of Operations teams in centres and cities
- Relationship building and management across departments
- Maintenance of centre service standards and facilities
- Maintenance of good business relationship with clients
- Develop and execute up-selling strategy to maximize service revenue
- Implementation of training programs on procedures and systems to new team members
Job Requirements:
- Bachelor's Degree, Professional Degree in Hotel Management, Facility Management or equivalent.
- A minimum of 5 years working experience in the related field is required for this position
- Preferably Manager or Senior Manager specializing in multiple service industry positions
- Customer oriented with great interpersonal, communication and presentation skills
- Ability to drive the team’s performance to ensure company objectives & targets are achieved
- Hands-on attitude and approach are an essential part of this position
- Good business acumen, strong managerial leadership experience and qualities
- Independent, resourceful, self-motivated, and result-oriented and a team player that is able to work well under pressure in a fast-paced environment
- Experience in hospitality will be an advantage
- Proficiency in mobile applications
- Proficiency in English
Your personal data would be treated highly confidential and would be used for recruitment purpose only.