Job Description

Opportunity for Emirati Talent - Join the Guest Services Team at FWAD

Job Overview:

The role impacts on the opening, daily operation and closing of the leisure facility. The role is instrumental in creating smiles for guests and colleagues, whilst protecting and maximizing revenue.

This position oversees the colleague provision of the guest experience in terms of queue line management, selling of tickets, lockers, strollers, turnstile admission and exits, handling guest enquiries, lost and found, information point, guest complaints and friendly guest relations

Job Scope:

Develop guest services team to provide outstanding guest service through daily supervision of operations at areas that guest services is required to assist
Manages a team of front line colleagues to include their on the job training, daily attendance, grooming, coaching, appraisals and personal development plans
Engender a culture of positivity and teamwork within the department, across all levels
Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues well-being
Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
Ensure that all safety rules and procedures are being adhered to at all times
Ensure that policies, procedures and performance standards that are in place in the department are being followed
Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues
Update lost & found inventories and prepares the items for distribution when necessary
Efficiently manage lost & found store room
Train staff on promotions/discounts programs and upsell to meet related goals
Train staff on point-of-sales automated system using Omni ticketing software
Conduct departmental training as required
Conduct communication briefings as required
Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance
Handle guests concerns courteously and fairly, provide appropriate, available and achievable service recovery as needed
Perform the tasks of Guest Services Associates as required
Respond, and action web enquiries related to guest services
Any other related duties as assigned by the department or management

Essential:

Higher secondary or equivalent
Minimum 2 years experience in operations
Possess strong leadership skills
Excellent communication skills
High level of respect and integrity
Positive and upbeat attitude

Desirable:

Completed task trainer/group trainer programs, or a similar course in conducting training to an individual or group
Minimum 1 year supervisory experience managing a team of 10+ staff
Minimum 1 year cash handling experience
Arabic, Russian, Farsi or Chinese proficiency

About Us

Miral Experiences

Guest Services Team Leader