Associate - Food Services Operations
Job details
***Clarification on SMP Contract: It is Supplementary Manpower service contract job in which prospective applicants are interviewed and salary determined by NEOM interview panel; and being employed under the payroll of SMP Contract (SMP Vendor). Successfully mobilized candidates would be under the visa sponsorship of SMP Vendor Company/Contract. ROLE OVERVIEW The Food Services Operations Lead is responsible for the consistent implementation and control of the end-to-end Food Services operation within all NEOM Communities. The scope includes and is not limited to, food services in a multitude of large-scale dining halls across several locations, catering and events, school food services, hotel services and the operation of a central production unit. The Food Services Operations Lead will develop and implement the NEOM food services standards and work collaboratively with the applicable food service partners and internal Community Services department to provide the NEOM Communities with the highest level of food service possible. The role of the Food Services Operations Lead is to ensure F&B Service Providers across NEOM Communities are consistently compliant with the service delivery execution plan and contract. The Food Services Operations Lead uses audit tools and a strict program of inspections to capture performance and is responsible for reporting findings and identifying, developing, implementing, and reviewing F&B solutions that clearly demonstrate added value to NEOM's Community requirements and its future demands. In addition, the Food Services Operations Lead will assist in developing and managing a first-class service to support complex, multi-disciplined sites and the requirements of NEOM. The role includes administration of contract documentation, service concepts, SOPs, and several other processes. The maintenance of Food Services department communication through apps and websites is also part of the role, including the process for complaint management. The job role requires commuting from community to community and ensuring all activities are up to date, with all daily activities well communicated and transparent to the food services team. REQUIREMENTS SUMMARY The Food Services Operations Lead SMP responsibilities will include, but not be limited to: Key Accountabilities Project Planning & Scheduling
- Oversee, coordinate, and plan essential F&B services.
- Plan and design new and existing facilities inclusive of all equipment and OS&E.
- Oversee service providers/contractors in the development and maintenance of a service delivery plan including the following key stages: due diligence, mobilization, transition, and operation.
- Ensure the implementation and mobilization of F&B contracts throughout the NEOM region. Initiate and lead the contract governance program which includes a variety of meetings/committees to communicate information regarding services, programs, areas of opportunity, and/or other pertinent information as appropriate.
- Suggest and manage enhancements in F&B services; recognize which areas of the project need to be re-addressed to maintain or improve efficiency, cost control, and quality of services. Implement and manage these changes in the project management cycle.
- Ensure all service provider/contractors contracts and relevant SLAs are in place and services are provided in line with the scope of work mentioned in the contract within the Region.
- Overall supervision of F&B service providers/contract through the contract governance process, inclusive of auditing and inspecting service deliveries.
- Identify gaps, communicate with vendor management to ensure proactive resolutions.
- Monitor/oversee the work of F&B Service Providers to ensure terms of agreements are met and work is completed satisfactorily across the Region.
- Develop Region strategic overview on service progress from both technical and commercial perspectives.
- Maintain awareness of the progress and status of all works/activities/operations undertaken by the F&B Service Providers, ensure deadlines are met and provide timely updates to Senior Manager Food Services and concerned Stakeholders.
- Conduct random inspections/site visits to assess operational performance and report findings to Senior Manager Food Services.
- Oversee compliance to policies, procedures, and processes in support of F&B operations.
- Review, interpret, and produce reports summarizing the overall performance of Food & Beverage services within the region (this includes but is not limited to, overall End User satisfaction, contract compliance, quality compliance, PO costs and issuance, expenditure, etc.).
- Ensure that all activities meet and integrate with NEOM's organizational requirements for quality management, food safety, health and safety, and legal and statutory requirements. This includes the ISO quality standard 9001 and FSMS 22000-2018.
- Oversee F&B contract sites fully comply with NEOM systems and procedures and supervise audits on operational efficiency at contract sites.
- Ensure a strategic and consistent approach to the management of food services accounts across the Region.
- Review & verify all records, project administration files, and costs (financial records).
- Ensure all aspects of project risk management, ensuring all risk assessments are completed and necessary mitigations are in place and tested.
- Ensure a full understanding and avoid commercial and financial risks associated with various project accounts.
- Monitor financial outputs and ensure that services are within budget allocated for each contract.
- Monitor that corporate policies and procedures are strictly adhered to, in order to maintain the integrity of operational activities.
- Ensure that operational activities meet and integrate with NEOM Food Safety, HSEQ, legal, and statutory requirements.
- Evaluate the performance of the food services team and identify training needs.
- Ensure clear targets are set for the team and strict follow-up takes place.
- Develop the team and maintain an efficient and high-performing structure. Ensure correct and enough resources are available.
- Interim replacement of the Food Services Operation Manager when required.
- Conduct inspections, observations, and audits and compile all findings to share with the operations manager.
- Notify the Food Services Operations Manager on key findings on audits, improvements and share initiatives to uplift processes.
- Develop Food processes, SOPs, and related documents, maintain, monitor its progress and report any deviations.
- Manage all NEOM digital platforms/subscriptions used within Food Services Department NEOS app food menu, ensure all are up to date and well maintained.
- Spend time in diners and coach the Food Operations specialists to conduct daily duties, observations, and focus areas.
- Handle all resident and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved, residents are satisfied, and all traces of complaints and feedback recorded and reported.
- Support community service activities and participate in enhancement projects.
- Support sustainability initiatives and drive forward with the team.
- Monitor service providers to follow instructions given by NEOM and notify of any deviations.
- Conduct daily meetings with the team and check tasks and responsibilities. Assign specific duties and scheduling.
- Strong commercial mindset and financially fluent.
- Excellent time management skills and able to work to strict deadlines whilst managing a complex, varied workload.
- Able to identify and capitalize on new opportunities.
- Must have a proven track record in innovation, forward thinking.
- Strong experience in project management and on-time delivery.
- Aligned with HSE and safety culture and displaying exemplary behavior and safety leadership.
- Highly customer oriented and ability to work professionally and diplomatically with individuals at all levels.
- Demonstrates maturity and excellence in communication, ability to build effective teams, effective interpersonal communication, and the ability to initiate and model positive change.
- Proficient computer skills, particularly in the MS Suite applications.
- Excellent English communication and presentation skills sufficient to express ideas and agreements concisely and persuasively, both orally and in writing, to a variety of constituencies.
- Analytical and critical thinking skills.
- Strong knowledge of food services, catering, events, and hospitality.
- Additional relevant training certifications would be considered as a bonus.
- Ability to lead and manage teams and projects.
- Teamwork oriented.
- High ethics, trust, transparency, accountability, and self-starter.
- Attention to detail, with the ability to focus on bigger picture root causes and overall business perspective.
- Capable of handling resident complaints, meeting, and finding solutions.
- Minimum 8 years in a management role in international Hotel/Catering operations.
- A Graduate in any discipline with a major in Hotel/Catering Management/F&B Operations. Postgraduate studies in business management will be an advantage.
- Career path experience in Hotel operations, International Contract catering, Branded multi-site operations, and/or leisure experience.
- Middle East Experience is necessary. Experience in international business is beneficial.
- Additional F&B credentials or another relevant recognized association/institute.
- Relevant, updated qualification and certification in ISO Quality systems, specifically towards food safety and health and safety is essential.
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