The Operations Manager is responsible for leading and managing the site teams assigned to their site portfolio. They set the example for high level of service for functions including Maintenance and Janitorial Services. The Regional Director of Operations will set clear expectations of a high standard of service levels for each site and holds teams accountable by implementing daily huddle up meetings. The Operations Manager is responsible for total customer satisfaction, budget management, over time management, hiring for site openings and on-boarding new employees, uniforms, weekly and monthly reporting, and employee management initiatives working in cooperation with the Leadership Team members. Has the flexibility to work both day and evening schedule in accordance with site inspections and training.
Manage the Site Teams. Prepare staff schedules, hold accountable site cleaners, maintenance staff account leads and superintendents for achieving excellence in all service areas Guardian Service Industries oversees at each site.
Provide on-the-spot training to insure that the highest level of service is consistently delivered.
Insure regular site inspections of buildings and grounds. Conduct site staff inspections to insure that the proper uniform is worn neatly and cleanly. Use Guardian 24/7 to record visit results and save in in proper filing system in order to be reviewed by the Regional Director.
6-12 Site visits are conducted weekly to meet expectations in this role.
Communicate on a daily basis via email, phone call or text with Regional Director, client and associates pertaining to daily work flow.
Conduct weekly walk-throughs to do detailed site inspections to insure that a high standard of service standards are being met and exceeded for all service areas that Guardian Service Industries oversees at each site. Use Guardian 24/7 work template to document photos and information collected during each walk-through. One (1) walk-through per month per site is expected for each of the sites in the Directors portfolio. The walk-through reports are submitted to the Regional Director for review.
Work in cooperation with building SOP to implement Safety Compliance and Safety Training at each site.
Develop relationship and communicate proactively with the property management team and/or facility directors. Receive their feedback and work with Director to implement action plan to insure their requests are being met.
Manage costs of overtime, supplies and inventory to produce the best financial outcome impacting Gross Margin and report to Regional Director to help manage.
Have the capability to on board new accounts by hiring new staff, train and scheduling proper work flow.
Recognize and reward positive behaviors of site staff. Counsel and coach on behaviors that need to change.
Know what a high standard of service looks like in delivery of maintenance and janitorial Services
Role model professional behavior and set expectations for all site leaders for executing the same behaviors.
Live and breathe the companys Mission and Vision of Employees First when making decisions.
Awareness of variability in human behavior and attuned to recognizing and managing.
Familiarity with site specific manuals.
Training methodology when it comes to janitorial and maintenance services.
Familiarity with emergency procedures and protocols.
Awareness of Chain of Command process and support.
Integrity- in keeping with the core values of Guardian Service Industries.
Knowledge of 24/7 work order system strongly preferred.
Service Expectations and Work Ethic:
Team Players- work cooperatively with management and site teams to insure success in delivery of a high standard of service.
Initiative- things change and responsibilities change. Display the ability and willingness to implement new programs and learn new things.
Flexible- because everything changes, ability to roll with the punches and land on their feet.
Attention to Detail- keeping a notebook with updates and follow-up items for timely execution.
Independence- accountable for a portfolio of sites with up to 100 employees, 10-15 property managers. Sense of ownership over their portfolio of business and ability to problem solve with successful outcomes.
Spanish proficiency strongly recommended.
Act in accordance with and be an advocate for Guardian Service Industries.
Participate and undertake applicable professional, technical and career development training (delivered internally and externally) to include attainment of associated qualifications where required.
Operate as an effective team member by supporting colleagues and contributing in the delivery and achievement of overall team and business objectives.
Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within the expertise and skills of the employee.
Proficient with Microsoft Windows, Word, Excel, PowerPoint and Outlook.
Strong communication skills (oral and written).
Ability to prioritize work load, extremely organized and detail oriented.
Intuitive thinking, multitasking, and problem solving skills.
Professionalism and flexibility to assist and accommodate accordingly.
Enthusiasm and positive, can-do attitude. High sense of business urgency.
Interpersonal skills, along with the ability to work cross boundaries with other departments.
Ability to work independently.
Organization is a must.
College graduate preferred
Liaise with relevant and associated areas and groups within the business process to establish, support and maintain business relationships and organizational effectiveness.
At least 2 years of experience in a client-facing customer service and/or sales role preferably in a high-end or luxury service environment.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
Guardian Service Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, marital status, sexual orientation, gender identity, pregnancy, citizenship, status as a protected veteran, or status as a qualified individual with disability, or any other characteristic protected by applicable law. Guardian Service Industries is committed to integrity, excellence, and diversity among its employees.
Guardian Service Industries