Operations Manager
Resume:
SUMMARY
Highly energetic IOSH certified Manager School Operations focused on driving operational improvements, maximizing the value of the asset base while ensuring control on operational cost. Responsible for monitoring and continually improving the standard of performance and quality within the school operation. Striving towards ensuring a sound, healthy and safe environment for the children and staff in the school.
CORE COMPETENCIES
Problem analysis, use of judgment and
ability to solve problems efficiently
Trained in emergencies and Fire Emergency handling
Strong verbal & personal communication skills Analytical thinking & planning
Accuracy and attention to details Organization and prioritization skills
Up to date with IT and ecommerce tools
experience
Ability to lead and manage the team to accomplish goals
Excellent customer service skills Strong leadership qualities
Ability to manage multiple tasks in a pressured
environment and deliver within deadlines
Good people management skills and an ability to adapt to change with ease
PROFESSIONAL EXPERIENCE
Manager School Operations April 2015 – Jan 2020
GEMS Westminster School, Sharjah – UAE
Since opening the doors in October 2012, GEMS Westminster School, Sharjah has welcomed thousands of international students creating a rich and exciting cultural mix of young people. This gives GEMS Westminster School - Sharjah a special international ambiance and a home from home feeling.
Key Responsibilities:
Market Leading Returns: Leading & executing the finance & procurement strategies by continuously exceeding the projected revenue and expense goals (budgets & forecasts) on value added and incremental services such as safety & security, facilities management (inclusive planned preventive maintenance, repair & maintenance, RAGHU SANKAR
UAE
Cell: +971-********* *****.********@*****.***
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hygiene, cleaning), transport, catering, uniforms, extracurricular music-, language, sport, and travel provisions, photography, community use of facilities, etc. Furthermore, reducing all fee ageing (pre)-payment & debt collection procedures) by representing the School Leadership Team towards the parental community.
Customer Relationship Management (CRM): Leading & executing the customer care & service strategies by continuously exceeding student-, parent-, employee-, third party-, governmental agency- expectations.
Sustainable Responsibility: Leading & executing the strategies for continuously adhering to international & national laws, ethics, cultural sensitivities and norms. Full compliance with government and local authority regulations. Embracing sustainability impacting all activities within the marketplace (external customers), workplace (internal customers) and community (environment).
Business Excellence: Leading & executing quality management principles by continuously using quality assurance tools (including SMART measurements and reporting), service guidelines, and benchmarks in order to drive incremental change. Achieve breakthrough improvements by leveraging the GEMS innovation framework.
Health and Safety: Responsible for the security and efficient operation of the school site, buildings and grounds at all times, in accordance with current Health & Safety guidance. To ensure the school complies with current Health & Safety legislation and/or guidelines as issued by the Head Office advising the leadership team accordingly.
Learning & Growth (People Development): Leading & executing measurable individual performance objectives (IPO’s), performance assessments and individual development plans (IDP’s) for direct reports, indirect / dotted-line reports, and self towards key accountabilities and key performance indicators.
Procurement & ERP specialist: Accessing the need for procuring items for the unit & making sure all the purchases for the unit is through approved vendors & is within the approved budget. Optimum use of ERP system for maximizing efficiency.
Finance: Weekly, monthly, quarterly & yearly budgeting for the entire operations department of the unit. Accurate, well planned & robust budget plans are implemented to make sure that all the capex & opex requirements for the unit are met & there are no shortfalls.
HR & Legal: Developing HR planning strategies with line managers by considering immediate and long-term staff requirements. Onboarding & induction of new staff. Listening to grievances and implementing disciplinary procedures for Admin Staff. Making sure that the school is legally sound by ensuring all the contracts & licenses are up to date.
Government Relation: Liaising with Government entities like Ministry Of Education & Sharjah Education Council to make sure the school is supported as & when the need arises.
Assistant Manager School Operations January 2014 – March 2015 GEMS International School, GEMS Metropole & GEMS First Point School Dubai – UAE GEMS Education, founded as Global Education Management Systems (GEMS), is an international education company. GEMS provides pre-school, primary, and secondary education. Through its consultancy arm, GEMS Education Solutions, the company works internationally with public and private Page 3 of 5
sector clients on school improvement initiatives. GEMS currently is the world’s leading provider of quality education enriching the lives of millions of children, and the communities in which they live. Key Responsibilities:
Embrace and encourage the ethos and standards of excellence as defined in the Gems Core Values.
In conjunction with School Operations Manager, develop a system for cleaning, repair and maintenance of school facilities, both during term time and over school holidays for major operations.
Coordinate all building maintenance issues ensuring that safety and security systems are in place and maintained according to the Preventive Maintenance Schedule and that the water, sanitation and electrical systems are safe and meet relevant Ministry Regulations.
Assess the current condition of electrical, air conditioning, plumbing and other essential facilities and equipment, ensuring regular maintenance and service schedules are followed. Liaise with procurement team to consolidate all annual maintenance contracts and maintain the expected quality from all suppliers.
In conjunction with the School Operations Manager, coordinate and supervise, where appropriate, the allocation of work, and formulation of work schedules of ancillary employees and sub-contractor personnel to ensure adequate coverage at all times.
Supervise the day to day operations of the allocated support staff accommodation facility ensuring that residents’ welfare is maintained at all times and that all legal, HSE and related policies are adhered to thereby providing a safe and secure environment for the residents.
Receive all repair and maintenance requests from staff relating to the school building, staff housing and campus facilities in general. Prioritize and coordinate work schedules to a high level of efficiency and customer satisfaction.
Coordinate the school’s transportation requirements to ensure that all students and employees are transported to and from the school in a safe and effective manner. Supervise the STS school representative and transport foreman to ensure the provision of a high level of service to parents.
To support the school admin team in improving the adherence to the GEMS school policies on procurement. Advise disposal / condemnation of old / unused assets in a timely manner and in line with the assets disposal policy, and encourage procurement automation system and support to implement the system in GEMS at the earliest possible.
Assist and co-ordinate through the School Operations Manager to ensure that health, safety and hygiene mechanisms are effective so as to provide a safe environment for students. The guide lines from government authorities with regards to health and safety are to be effectively communicated to schools and ensure the schools follow it without fail.
Implement all Emergency programs; ensure all equipment is maintained, conduct inspection and drills, ensure compliance with codes and regulations, and train all employees to ensure a safe environment which protect company assets and personnel.
Ensure the GEMS policies, procedures, and codes of conduct are followed at all times.
Initiate effort and energy beyond the typical work day, where the tasks require additional commitment.
Attend staff meetings and serve on committees as required. Page 4 of 5
Assistant Front Office Manager August 2011 – November 2013 Hyatt, Bangalore- INDIA
Hyatt is one of the major 5-star hotels in Bangalore. Equipped with 143 well-appointed guestrooms it is one of the finest travel destination in India.
Key Responsibilities:
Assist in the day-to-day operation of the hotel front office.
Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels
Assign, coordinate, and supervise work activities of Front Desk Agents.
Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
Prepare and conduct Front Desk meetings and resolve issues.
Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
Provide information and direction to staff to achieve 100% occupancy.
Review and resolve dispute accounts and Housekeeping discrepancies.
Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
Take personal responsibility for correcting customer service problems.
Overlooking the entire Front Office Operations with the assistance of FOM and RDM.
Assisting in Budgeting and Forecasting
Training the Front Office personnel in various aspects through regular training sessions.
Evaluating job performance of each and employee and maintaining a detailed record.
Preparing performance reports related to Front Office. Duty Manager July 2007 – July 2011
The Leela Palace Kempinski, Bangalore, Kovalam & Mumbai- INDIA The Leela Palace Kempinski is owned and managed by Hotel Leela venture Limited. It is one of the best luxurious 5-Star Hotel in the world.
Key Responsibilities:
To ensure maximum occupancy and average room rate is achieved at all times
Dealing with all internal and external customers in a professional manner to ensure complete satisfaction
Building relationships with corporate clients and companies
Supervising and training other members of the team
Dealing with guest’s enquiries and complaints
Assisting the Front Office Manager and Executive Assistant Manager
Ensured the resolution of guest related and hotel related complaints and emergency situations VVIP GROUP HANDLED
Britain Prime Minister and convoy
Dominican Republic President and convoy
Russian Prime Minister and convoy
France Prime Minister and convoy
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VOCATIONAL TRAINING
The Leela Palace Kempinski June 2004 – Dec 2004
Bangalore- INDIA
Underwent vocational training at THE Leela Palace – Kempinski and was trained in all the major areas of the hotel.
EDUCATIONAL BACKGROUND
Bachelors in Hotel Management 2003 – 2007
Welcomgroup Graduate School
Of Hotel Administration (ITC)
Manipal - INDIA
Pre-university Commerce Course 2001– 2003
Trivandrum -INDIA
PERSONAL DETAILS
Date of birth : 21st Aug, 1985
Languages known : English, Hindi, Bengali & Malayalam Passport Number : L6022761
Marital Status : Married
Reference : Will be provided upon request
Raghu Sankar
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