Senior Service Manager
Hoist Group is looking for Senior Standards Compliance Officer.
Goal and Main Activities of the Position:
Hoist Group aims to become the number one provider for the applicable products & services across all significant chains operating in Europe, the Middle East & Africa (EMEA).
- The Central Operations Team & Standards Compliance Team is the customer-oriented coordination unit in which all major activities associated with our target chains are consolidated.
- This coordination applies not only between the chain and Hoist Group , but also with other external stakeholders with a vested interest e.g. Ownership Groups, Franchisee Groups etc.
- Addressing these requirements is essential to make the evolutionary step from being “yet another vendor” to being a “strategic partner,” and fulfilling the aspiration of near-perpetual value possible given the size of the footprint of the target hotel chains, and the scope of business delivered by the Hoist Group .
- Degree level or equivalent standard of general education within a relevant field.
- A senior person with at least 5-7 years in a Hospitality Project Management
- Recent experience and achievement at a senior management level within an organisation of comparable scope and complexity
Main responsibilities:
- SPOC for all chain-level quality, technical & service matters
- Able to communicate verbally and in writing to CTOs, CMOs, and senior members of the chain HQ
- Identify trends and opportunities and work closely with the KAD, other Hoist Group Teams and the client to deliver best in class service and higher satisfaction scores.
- Create value by minimizing the amount of issues (to enable focus on upselling)
- Create a trusted quality, technical and service orientated interface to the client.
- Review and build a structured pre-opening site testing to make sure we comply with those chain standards
- Meet regularly with our international chain of partners to proactively manage the service side of the relationship as part of a coordinated effort with the Key Account Director.
- Constantly review processes, look for improvements and ensure delivery of scalable, standardized, brand-compliant services across EMEA
- Build and manage a centrally documented pipeline of all chain hotels that come into the operations process and align with chain representative to meet completion dates
- Be responsible for the flow of technical information both up and down the chain.
- Go beyond the day-to-day to support with the introduction of new services & technologies.
- Support RFI/RFP processes & grow the Key Account teams contribution to the business.
- Provide a consultancy service to the countries to support large national bids.
- Provide monthly reporting to the chains including HSIA and TV reports
- Report Service Management updates monthly to the KAD
- Report market intelligence on prices, competition, market dynamics, etc.
- Contribute regularly to the Product Development Roadmap
- Enforce brand standards internally and to external partners
- Document and provide training material along with the relevant Hoist training manager to meet chain standards
- Build relationships with key international chains HQ team
- Plan high level roll out of new technologies and services
- Coach and support indirect channel partners and contractors
- Train partners or brief specific deals where you led the approach
- Presentation of materials, SLA adherence etc to chain in reviews
- Chair internal calls with stakeholders (Engineering, etc to address any development needs etc)
- Experience leading virtual workgroups
- Direct commercial (sales experience)
Qualities & Skills:
- Must gain respect as a leader, influencer & technical go-to person for multiple teams both internally and externally
- Wireless tools certification such as Ekahau
- High level of expertise with IP technology, networks, and Hospitality solutions including Aruba, Brocade, Cisco, Meraki, Fortinet