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A. Operations manager is responsible for a staff of 90-120 personnel including mechanics, detailers and  all chauffeurs.  This includes keeping staffing at proper levels (between 1.5 and 2 Chauffeurs
per vehicle), including interviewing and new hire paperwork, and maintaining
professionally trained Chauffeurs, mechanics and detailers.  The Operations Manager will be responsible
for the new Chauffeur training in the absence of the Vice President of Operations and is
responsible for ongoing training classes. 
 

B. The operations manager reports directly to the Vice President of Operations or the General Manager in the Vice President’s absence. 

C. Excellent communication skills are mandatory with the General Manager, the V.P. of Operations, V.P. of Business Development, the customer service manager, head and lead
chauffeurs, mechanics, detailer, and chauffeurs.  Communication is a must
and can not be violated in any way, shape or form.  Communication plays a very
high role in this position.
 

D.  In the absence of the V.P. of Business Development, the operations manager is responsible for the monitoring of productivity in the sales department and for quote approvals. 
Critique and govern incoming contracts from sales.  The Operations Manager must be able to use
the reservation system to make reservations, and have a strong knowledge of the
sales techniques.
 

E. Daily scheduling and dispatching (in the absence of an assistant) of the chauffeurs and maintaining a list of on call and "ready" chauffeurs is mandatory 24 hours a day/7 days a
week.  In the event of slow days, post chauffeurs at high volume points of
interest to increase business.
 

F. It is the responsibility of the Operations Manger to ensure that Chauffeurs receive training for their class B license within 60
days of employment and get checked out in large and specialty vehicles to ensure
that all limousines are driven by qualified Chauffeurs.   Monitor the DMV pull
program.
 

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Replies to This Discussion

Being an operation manager of service organization I will use the following tools to maintain the quality in my operation;
1. Maintenance of staff and office equipment
2. Look after of branch affairs
3. Team work
4. Security of staff and client
5. Caring the customer
6. Stress relaxation
7. Commitment and dedication
8. Daily checking of reports
9. Daily house keeping
10. Collaborative spirit
By using all these tools I can manage the quality in my operation
Being an operational manager I must understand the following characteristics for quality services...

1. Time accuracy of delivery of service
2. Well trained staff which handles all work easily
3. Arrange customer service center to solve problems
4. Update the service provider techniques.
5. Provide different packages to avail the services easily.
6. Service center should be conveniently located.
7. Daily check and balance of service.

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