AD1906 - Central Operation Manager
OYO Hotels Indonesia
- South Jakarta, IndonesiaSouth Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-07-30T17:00:00+00:00Job closed.
Job Description
- Lead the entire domestic escalation team supporting ground team in issue resolutions related to listing, bookings, or any other property level issues
- Ensure proper resolution and escalation reductions to a variety of issues within defined SLA
- Ensure team coordination with OYO customer support team, ground team, and other relevant stakeholders
- Define long term and short term operations processes for the team
- Ensure bugs resolution, feature development by coordinating with Product and technology team
- Ensure highest standards of Service and Client Satisfaction; target Zero Customer Complaints on account of OYO Service
- Act as the first level of escalation for any customer issues, and resolve the same in an effective and timely manner
- Work closely with property managers to train them in rendering great service
- Work closely with call centre and the customer experience team to deliver great overall experience to customers
- Property staff related responsibilities
- Ensure adequate Staff is present
- Ensure adherence to OYO dress and hygiene protocols
- Maintain attendance records
- Maintain and Boost the Morale of the Staff to excel in all service experiences
- Ensure compliance to OYO standards of infrastructure
- Proactively identify issues, highlight and resolve them systematically
- Ensure 100% Compliance to OYO Standards of housekeeping, pest control and overall upkeep of property
- Work with Operations Head or On Boarding Team towards continual development of the Property and Undertake specific projects towards this goal
- Enforce adherence to OYO systems and processes across all steps - guest check in, guest service, documentation, guest check out and coordination with call centre
- Maintain property level sales and costs summary
- Manage inventory of consumables including OYO sling bags, gas supply, diesel for generator, groceries for kitchen, printer cartridges, bottled water and any other consumables required for running the hotel
- Track staff costs
- Own any issues related to supplies including quality; resolve in an effective and timely manner
- Maintain Good Relations with all internal and external stakeholders for smooth conduction of operations.
Minimum Qualifications
- Minimum 5 years of experience, ideally in management or operation
- Demonstrated ability to create, develop and enhance customer relationship
- Demonstrated ability to enforce processes and systems in a large operating environment
- Excellent learning skills, attention to details, and a bias to proactively resolving issues and results-driven
- Team player
- Takes ownership of his work
- Ability to build effective relationships with key stakeholders including senior management and property owners
- Ability to work in fast paced environment and maintain superior service standard
- Proficiency in using email, Microsoft Excel and PowerPoint.
Perks and Benefits
Paid Sick Leave
Mobile Phone Discount
Transportation Allowances
Medical / Health Insurance
Maternity & Paternity Leave
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Hospitality and Tourism
- Educational Requirement
- Completed associate's degree
- Recruiter response to application
- Once in a while
- Office Address
- South Jakarta, DKI Jakarta, Indonesia
Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.
About OYO Hotels Indonesia
Launched in 2013, OYO is India’s largest hospitality company. Its network currently spans over 200 Indian cities including all major metros, regional commercial hubs, leisure destinations, and key pilgrimage towns. It also has an international presence with hotels in Malaysia and Nepal. The company’s vision is to become the most preferred and trusted hotel brand in the world.
OYO was founded by Ritesh Agarwal, the first resident Asian to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel). He was featured in Forbes 30 under 30 in Consumer Tech (2016) for creating a global disruptor. OYO was recently chosen as India’s Most Promising Hotel Network (HolidayIQ Better Holiday Awards 2017) and has received several accolades including Express IT Startup of the Year Award (2015), NDTV Dream Chaser of the Year (2016) and IAMAI Digital Startup of the Year (2016). It was recognized by Business Today as among the Coolest Start-Ups in India (2016) and ranked by LinkedIn as one of the top employee attractors in India two years in a row (2016, 2017). OYO is backed by leading global investors, including the SoftBank Group, Lightspeed India, Sequoia Capital and Greenoaks Capital.
OYO revolutionalized the fragmented and legacy-driven budget hospitality space in India by enabling standardization of services, amenities and in-room experience. Through the use of its proprietary apps for inventory-management, room-service, revenue-management and customer-relationship management, OYO has delivered predictable, affordable and available budget-room accommodation to millions of travellers in India.
In January 2017, OYO launched Townhouse - a managed hotel-brand designed to function as a social hotspot to cater to city dwellers and a new generation of guests.