Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE\xe2\x80\x99s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees!

We are currently recruiting for an Account Manager - Hospitality to join our team at Transguard Group.

Scope

Manage allocated customer accounts in line with the commercial agreement, ensuring we maintain 100% of clients, grow the accounts as well as manage the relationship in line with the commercial agreement.

Ensure the end-to-end service delivery to all clients and ensure profitability of contracts.

Be a single point of contact for every client across all parts of the business. This will include working with the manpower operations team, finance, payroll, HR Services, recruitment as well as all levels with the client.

Responsibilities

Client Management

• Develop a good working relationship with the client and hold regular client meetings to ensure the smooth running of the contract
• Undertake site visits to view staff performance and discuss and resolve any issues raised by the client regarding the quality of the service
• Monitor that the service delivered is within the contract terms. If not discuss variations with the client and Business Unit Head
• Explore further business opportunities with the client
• Plan ahead and agree with the client for any new staff requirements to meet any future peaks and troughs
• Ensure the work schedules are developed for the staff match the client requirements
• Responsible and accountable for client Service Level Agreement (SLA)/Key Performance Indicators (KPI) performance

Staff management

• Manage the team structure and develop it as required to ensure the operations run smoothly and within budget
• Manage operations team members
• Hold staff meetings, monthly or as required
• Conduct site visits to view staff performance and help to motivate staff
• Plan mobilization of staff according to agreed timescales with the client
• Arrange site specific induction and training of new staff
• Check and sign off the monthly payroll
• Resolve staff issues together with relevant departments, including salary discrepancies, emergency leave, reallocation of staff to other contracts, accidents
• Responsible and accountable for staff welfare/absenteeism and attrition
• Responsible and accountable for staff training and Induction
• Responsible and accountable for new recruitment/mandatory training/deployment of staff
• Responsible and accountable for Operations Manager & Coordinators performance
• Responsible and accountable for monthly meetings, client as well as department and group
• Monitor absence and accident rates and undertake any correction actions required
• Approve staff leave
• Monitor staff performance and nominate staff for the Employee of the Month award
• Monitor that work schedules are being followed by the operations team

Commercial Management

• Responsible for developing the business growth of the account
• Implicitly understand the commercial aspects of the contract and manage the service delivery within the boundaries of the contract
• Prepare a quarterly report with monthly operational data to support the review of the financial performance of the contracts in question
• Investigate with the Divisional Manager the reason why any expected gross profit on the contract is not met. Explore management solutions to address the issue
• Ensure invoices are prepared, delivered and paid
• Monitor billable vs non billable staff
• Report any variations to the contract to the Divisional Manager and ensure that these are reviewed and agreed with the client
• Responsible for overall performance of department prescribed in business units\' score card
• Responsible and accountable for the financial performance of department
• Responsible and accountable for organic growth and new business opportunities
• Responsible and accountable for monthly billing and collection of invoice

Skills

Knowledge \xe2\x80\x93 Experience

• 3-5 years of experience in a similar position in Hospitality

Technical skills

• MS Office Suite
• PC skills

Hard skills

• Procurement Analytics & Reporting
• Performance Management
• Reporting skills
• Budgeting, forecasting, reporting, analysis and P&L management

Soft skills

• Critical Thinking
• Leadership skills
• Time and Data Management
• Minimum English Language Level (by Transguard Group Standards)
• Effective Listening
• Customer Service Orientation
• Conflict Resolution

Transguard Group