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Overall Purpose/Objective
Of the job
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Responsible for the overall operations and
maintenance of the property in order to provide customers with a comfortable
environment and quality services and retailers with adequate facilities/
support leading to customer
satisfaction and enhanced consumption
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Key Responsibilities
(List
major responsibilities, that you have,
to achieve the key objectives)
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- Develop and
deploy the mall management strategy and implement policies and processes
related to parking, house-keeping, horticulture, pest control and façade
cleaning across all the malls and common area in coordination with Centre
Director
- Prepare an
overall budget for the Operations department incorporating operations,
security and engineering expenses
after reviewing the annual/quarterly
- Ensure adherence
to the budget assigned for the various activities/ areas of operations (such
as Enginnering,Parking, House-keeping etc.)
- Develop and
maintain good working relationships with all retailers by interacting with
them on a regular basis and resolve their issues
- Monitor the completion of leasing administration process by the
retailer, provide with Occupant’s Manual and monitor adherence to all
policies/procedures related to store display, logistics, garbage, mall
timings etc.
- Identify potential agencies for House-keeping, Parking,
Horticulture, fulfilling the pre-defined criteria and conduct the empanelment
of the same.
- Ensure adherence to the defined/ desired timelines for
resolution of retailer complaints through Smile Centres
- Defining the Service Standards for the Engineering, housekeeping,
security agency in line with corporate standards and also develop the
deployment plan with the teams.
- Define Parking Guidelines / Rules for the Parking operations and
ensure parking revenue maximization through efficient utilization of parking
space, and improving the overall service levels
- Drives the
development and implementation of the maintenance strategy with the Chief
Engineer across all the equipment / systems within the property; covering
aspects of preventive and break-down maintenance, in order to provide a
comfortable and secure environment for customers.
- Liaise with local municipal authorities/ government and other
regulatory bodies along with the Manager – Liaison and ensure that all
permissions/ licenses are in place
- Maintain the Retailer Satisfaction, Retailer
relationship, Agency Relationship & Customer satisfaction
- FLS, Security and Parking – Zero tolerance for FLS and ensuring all
equipment installations are always in healthy working condition. Appropriate
security measures without offending the customers and ensuring smooth ingress
egress of cars with minimum time and maximizing the parking revenue
- Engineering and Projects – Best practices to be followed. Strong
planning , least inconvenience to customers/retailers and sticking to
timelines with no compromise on the quality
- Training – Trainings on different modules to refresh the technical/soft
skills of work force and keeping a tab in ensuring that regular trainings are
imparted to entire workforce
- Revenue Maximization and Collection
– Additional revenue streams to be explored like storage space, optimum
utilization of parking space, concierge desk, other value add services to enhance the experience and revenue.
etc
- Events Execution- Working in very close coordination with Marketing team and
ensuring smooth flow of event without compromising on the overall quality
- Cost Control- More vendor development and vendor relationship to keep a cost
under check and as per market rates. Value/material engineering to keep the
cost within/below budgets
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