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Assistant / Deputy Manager - Guest Service

Kolkata, West Bengal

Jubilant Food Works Pvt Ltd

Job Description

Guest services ensure that the organisation they work for, satisfies its guests needs.
Guest services managers are expected to understand, meet and exceed their guests
Requirement, by establishing set processes & training curriculum that empowers & trains front end team to meet those requirements.

DescriptionPerformance Indicators
Conduct 'training need analysis' for Guest Services levels
in Operations Guest Delight Associates, Guest Delight Managers.
Visits Restaurants & Observe On The Basis Of TNI
Breaking Down The Various GS Related Data To understand the TNI
Taking Supervisors Feedback
Implementing & Developing a training curriculum and personal development plan for front end team and managers. Conduct training/workshops imperative in achieving goals and service standards.Basis on the TNI, Would need to develop Training Project & Conduct Training Sessions At Team & Managerial Level.
Effective Rollout of any new initiatives taken.
Liaise with the Operations to build a team environment between the two areas in order for better cross training and support to be provided as needed.
Take Supervisory Feedback & Share Post Training Feedback with Ops
To strengthen the feedback collection process.
Developing feedback or complaints procedures for guests to use.
Reiterate the feedback collection and resolution process through various Training and during Visits
Maintain quantity and quality standards by developing and ensuring compliance with all guest service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to the team on the results.
To Conduct Mystery Calls on Monthly Basis and share the feedback. Also must conduct OJT.

Investigating guest concerns through root cause analysis, identifying bottlenecks & prepare corresponding action plans for the fixation of the same.
Must handle and effectively resolve Guest Concerns & share the feedback with ops to bring an improvement in overall Guest Services
Keeping ahead of developments in guest service by reading relevant journals, going to meetings and attending courses. Must be abreast with latest collections of self-development book and media

Desired Candidate Profile:

1. MBA/Post Graduate Diploma/Degree in Guest service, Hotel Management or Business Communication and trainings

2. Effective Communication

3. Good command in English language (Spoken & Written)

4. Good Presentation Skills (Power point and Word).

5. Project Management skills.

6. Analytical skills.

7. Must have an eye for details.

8. Should be open to travel.

9. Should be passionate for GUEST SERVICES.

10. Preferred industries are:
a) FMCG / Food / Beverage
b) Telecom
c) Hotels / Restaurant / Airlines / Aviation / Travel
d) E-Commerce

Company Description

ubilant FoodWorks Limited (the Company) is a Jubilant Bhartia Group Company. The Company was... incorporated in 1995 and initiated operations in 1996. The Company got listed on the Indian bourses in February 2010. Mr. Shyam S. Bhartia, Mr. Hari S. Bhartia and Jubilant Enpro Private Ltd. are the Promoters of the Company.

The Company & its subsidiary operates Domino’s Pizza brand with the exclusive rights for India, Nepal, Bangladesh and Sri Lanka. The Company is India’s largest and fastest growing food service company, with a network of 749 Domino’s Pizza restaurants (as of 19th May, 2014). The Company is the market leader in the organized pizza market with a 67% market share in India (as per Euro monitor report 2013).

The Company launched Dunkin’ Donuts in India in April 2012 in Delhi. The Company has 29 Dunkin’ Donuts restaurants in India (as of 19th May, 2014).With the launch of Dunkin’ Donuts in India, the company is now well poised to address two distinct non-competing segments of the Food Service Industry in India, namely the home delivery of Pizza’s market and the all day part food and beverage market.

Dunkin’ Donuts is the world’s leading Donuts, baked goods and coffee with market leadership Donuts, regular/decaf drip coffee, iced coffee, hot flavoured coffee, bagels and muffin categories.

Dunkin’ Donuts (DD) in India is positioned as a Food Café, occupying the sweet spot between Cafés and quick service restaurants. DD serve a wide range of Donuts, Dunkin’ Donuts Original Blend drip coffee; Espresso coffee based beverages such as Cappuccino and Latte, Milkshakes, Smoothies, Iced Teas, as well as a delectable range of Burgers, Wraps, Sandwiches and side-bites. Each Dunkin’ Donuts restaurant is designed with care and brings alive the brand’s International, youthful, colourful and playful brand personality. The restaurants offer its young guests a great ambience to catch up with their friends and family in a relaxed and comfortable environment. And yes, Dunkin’ also serve the world’s best Donuts.
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Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
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