**Job summary** Ensures seamless delivery of a track or multiple tracks of hospitality service in a location with the objective of achieving customer satisfaction at all times within the guidelines of cognizant standards and norms Handle guest complaints assist with the check-in process and explain all facility amenities. Coordinating and multi-tasking job duties in a busy environment. Ensuring and providing flawless upscale professional and high class guest service experiences Analyzing customer feedback **Responsibilities** Operations Management Responsible for budget and actual expenses Plan for yearly expenses and share necessary data with the seniors Overall responsibility and accountability of the services rendered by Hospitality team Supervise the team FTE & IFM to ensure seamless operations Monitor - approve payment cycles of service providers Customers connect to ensure seamless delivery during client visits Ensure continual improvement and refurbishment of the corporate floors in close coordination with E&M and Infra teams. Manage vendors through liaison with procurement and finance Provide matrix-based reports for senior management review Handle escalations and resolve issues through appropriate corrective and preventive actions Responsible for continual service improvements Liaise with all locations for sharing and implementation of best practices Policy Procedure and Audit Draft Policies and Procedure documents Attend audits and provide closure of all findings Responsible for and implement measures for improving the feedback scores Review GH and cab vendor audit reports regularly and ensure closure of findings Process Review and Reports Ensure all daily monthly & quarterly reports are maintained and shared as per timelines Analyze and review daily monthly and quarterly reports and work towards improvement Share relevant reports as per timelines with leadership Ensure implementation of standard process of the function is followed strictly Attend PAN India weekly process review call driven by horizontal lead Arrange and drive the weekly process review calls with the location team Review the process set on a quarterly basis and suggest changes where required Vendor Management Responsible for vendor performance measurement and meeting SLAs Ensure timely payments are released to vendors Review of monthly vendor performance metrics to ensure consistent improvement in services Quarterly review with all vendors Source new vendors based on requirement with the help of procurement People Management & Team Management Nominate the team members for the reward and recognition program. Collaboration to be encouraged and promoted within the team. Participate in programs designed to promote team unity motivation and collaboration within the team. To handle the conflict within the team effectively and maintain the congenial ecosystem. Building relationships with various teams and departments to facilitate effective working of own team Training needs for the individual and team to be identified and planned. Knowledge Management Review knowledge articles on SOPs and ensure periodic update of the content when necessary Leverage internal team discussions town halls to identify best practices and ensure that the same are disseminated with the larger team Ensure documentation of new achievements and new implementations. Process Adherence Optimization Automation Innovation Liaise with all locations for enhancements and responsible for application developments and automation logistics events & client visits Work closely with the tech team for app enhancements Participate actively in innovations and implementations PAN India Responsible for PAN India initiatives and implementation Connect and coordinate with all location admin POCs to understand their issues related to applications further liaise with ACE team to mitigate the issues and enhance the application to achieve customer delight Take corrective steps in process and automation to ensure horizontal health Ensure optimum usage of company cars and GHs through periodic review Responsible for ensuring team adheres to processes defined for smooth operations of the horizontal Client Experience Overall responsibility for customer satisfaction Review of monthly customer satisfaction rating to ensure consistent improvement in services Participate and resolve any issues in crisis **Certifications Required** Education qualification pattern of 10+2+3 i.e. Full time Graduate Post Graduate in any discipline. Preferably Hospitality Hotel Management Aviation Hospitality Food Technology discipline Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.