Apr 27, 2018

Guest Services Support Manager UAE Jobs - Farah Experiences

  • Farah Experiences
  • Abu Dhabi - United Arab Emirates
Full time Admin, Secretarial and PA Jobs Customer Service and Call Center Jobs Management and Executive Jobs

Job Description

Job Title:  Guest Services Support Manager

Company Name: Farah Experiences

Location: Abu Dhabi, United Arab Emirates (UAE)


Job Summary: The Guest Services Support Manager will need to ensure smooth and efficient operation of the Guest Services department in relation to the 'Farah Way'. 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 maximising revenue. He/She oversee the daily operations of guest services functions ensuring exceptional guest care and generating revenue to contribute to overall goals and financial sustainability.  Additionally, this role supports the Guest Services Manager with strategic, operational planning for the Guest Services department.


Key Duties and Responsibilities: 

  • Manages a team of  Assistant Manager and their respective Team Leaders & Guest Services Associates to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
  • Compiles duty schedules for their area on a monthly basis ensuring that annual leave plans support operational readiness and ensure sufficient time off for colleagues
  • Plan, book and deliver on and off job training as required to ensure best possible service standards as well as colleague development
  • Openly communicate appropriate and useful information through various channels to include department meetings and briefings
  • Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
  • Ensure departmental policies, procedures and performance standards are being implemented and maintained  throughout their area
  • Review departmental policies, procedures, and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service
  • Ensure any service delivery defects are resolved and identify any trends and share observations and suggestions with their manager
  • Review satisfaction results for their areas and identify any trends and share observations and suggestions with their manager
  • Review accuracy of any checklists and records completed in their area and analyse
  • Ensure their area meets financial targets as set by their departmental manager through tracking expenditures and revenue and as appropriate taking action to affect either
  • Coordinate any inventory/stock take activities required in their area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage
  • Participate in daily operations alongside their colleagues setting a positive example
  • Engender a culture of positivity and teamwork within the department, across all levels
  • Facilitate efficient, convenient, and secure entry processing
  • Handle any guest complaints and route related communications to appropriate staff
  • Lead meetings and presentations as required
  • Develop and maintain effective working relationships with colleagues, partners & vendors
  • Ensure that lost & found policies are followed at all time, and store room/inventory are well organised
  • Update and familiarise with ongoing promotions
  • Liaise with other departments to manage efficient park operation
  • Respond to the web inquiries regards to ticket extension
  • Ensure safe operations
  • Represent Guest Services Manager during his/her absence
  • Perform other duties assigned by Guest Services Manager


Qualifications, Skills and Experience:

  • The ideal candidate must have Higher secondary or equivalent
  • Two years of leadership experience in operations
  • Excellent interpersonal and communication skills
  • High level of respect and integrity
  • Knowledge and skills to interview
  • Excellent decisions making skills
  • Ability to easily adapt to change
  • Ability to work under pressure
  • Able and willing to entertain people

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