Floor Manager, customer service

ASL HR Solutions Pvt Ltd; Pune District; On-site; INR 250,000 - 400,000; Full time

Job summary

ASL HR Solutions Pvt Ltd is seeking a Floor Manager for mall operations in Pune, Maharashtra. The role reports to the Assistant Manager and involves coordinating with multiple departments to ensure smooth operations and high-quality guest services.

The ideal candidate has 0–1 year of hotel management experience or related field, with IHM certification preferred, and strong hospitality knowledge. Expect a 9-hour rotational shift with mandatory weekend work (Sat/Sun).

Qualifications

• 0–1 year of experience in hotel management or related field
• Strong knowledge of hospitality industry practices and standards
• Excellent communication skills for effective guest handling and servicing
• Rotational shift with 9 hours per day

Responsibilities

• Floor Manager reports to the Assistant Manager on all work aspects
• Coordinate with management departments to ensure smooth operations
• Provide quality services for day-to-day operations with Soft Services, ERT, Security & engineering teams
• Provide technical inputs to projects team from operations perspective for feasibility in the mall
• Prepare Daily Mall Report, Cruise, Parking, Help Desk & Smile Centre
• Implement processes for complaint handling and reduce downtime
• Maintain retailer and customer satisfaction on internal/external fronts
• Manage customer and brand relationships on the ground
• Channel retailer queries & complaints to concerned departments
• Report infrastructure-related safety hazards and coordinate repairs/renovations

Skills

Guest handling

Communication

Operations coordination

Hospitality knowledge

Education

IHM certification

Job description

Roles and Responsibilities :

• Floor Manager reports to the Assistant Manager on all work aspects.
• Co-ordination with departments of Management to ensure smooth operations.
• Need to provide quality services for day-to-day operations and ensuring smooth operations with the help of Soft Services, ERT, Security & engineering team.
• Providing important technical inputs to projects team from operations point of view to ensure maximum feasibility in the mall.
• Daily Mall Report, Cruise, Parking, Help Desk & Smile Centre.
• Implementing process for complaint handling and reducing the complaint down time.
• (Internal & External) Responsibility for Retailer & Customer Satisfaction Index.
• Managing customer and brand relationship on the ground.
• Attend and channelize retailer queries & complaints to concerned departments , if any.
• Reporting any infrastructure related safety hazards , repairs ,renovations / concerned departments for information.

Job Requirements :

• 0-1 year of experience in hotel management or related field (IHM certification preferred).
• Strong knowledge of hospitality industry practices and standards.
• Excellent communication skills for effective guest handling and servicing.
• Workings hours :9 hours of rotational shift

• Monday to Friday you can take one week off
• But Saturday and Sunday is compulsory workings.