Cushman & Wakefield
Website:
cushmanwakefield.com
Job details:
Job Title
Deputy Manager - Retail Operation
Job Description Summary
Job Description
Job Title: Dy Manager – Retail Operation
Location: One Horizon Centre
Department: Mall Operations / Facility Management
Job Summary
The Food Court Executive is responsible for delivering a world-class dining experience within the food court of a premium mall environment. The role focuses on seamless operations, superior customer experience, stringent hygiene standards, and effective vendor governance .
Key Responsibilities
- Premium Operations Management:
- Ensure smooth day-to-day functioning of the food court with zero operational disruption.
- Maintain international standards of cleanliness, ambiance, and guest comfort.
- Monitor peak hour operations, seating management, and crowd flow.
- Vendor Governance & Relationship Management:
- Act as the primary interface between mall management and F&B partners.
- Ensure strict adherence to brand guidelines, SOPs, and lease terms.
- Drive vendor performance through regular audits and review meetings.
- Hygiene, Safety & Compliance:
- Ensure 100% compliance with FSSAI, fire safety, and mall HSE standards.
- Conduct periodic hygiene audits of all outlets and common areas.
- Monitor waste management, grease trap cleaning, and pest control systems.
- Customer Experience Excellence:
- Uphold premium service standards aligned with DLF mall positioning.
- Proactively handle customer concerns with quick resolution and escalation matrix.
- Ensure superior ambiance including lighting, music, seating, and cleanliness.
- Technical & Facility Coordination:
- Coordinate with engineering teams for HVAC, electrical, and plumbing systems.
- Ensure uptime of all common facilities (escalators nearby, lighting, signage).
- Support energy optimization and sustainability initiatives.
- Revenue & Business Support:
- Support leasing and marketing teams in F&B activations and campaigns.
- Assist in organizing food festivals, brand promotions, and seasonal events.
- Monitor footfall trends and suggest improvements to enhance dwell time.
- Reporting & Compliance:
- Maintain detailed MIS reports on operations, incidents, and vendor performance.
- Track audit scores, compliance reports, and corrective actions.
- Ensure documentation readiness for internal and external audits.
Key Skills & Competencies
- Strong stakeholder and vendor management skills
- Customer-centric approach with premium service orientation
- Knowledge of mall operations and F&B compliance standards
- Crisis management and decision-making ability
- High attention to detail and process adherence
Qualification & Experience
- Graduate / Diploma in Hotel Management, Hospitality, or Business Administration
- 3–6 years of experience in premium malls, hospitality chains, or large commercial properties
- Experience in reputed organizations (DLF, CBRE, JLL, Cushman & Wakefield, etc.) preferred
Reporting To
Manager – Mall Operations / Building Manager
Key Performance Indicators (KPIs)
- Customer Experience & Satisfaction Index
- Hygiene & Audit Compliance Scores
- Vendor Performance & Compliance
- Complaint Resolution TAT
- Food Court Footfall & Dwell Time Enhancement
INCO: “Cushman & Wakefield”
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