Guest Experience Manager - Abu Dhabi, United Arab Emirates - THA Staffing

THA Staffing

Verified Company

Abu Dhabi, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

ROLE RESPONSIBILTIES

Monitor and manage floor operation at the venue.
Manage seamless delivery of the services, staff shifts, absenteeism, and disciplinary actions.
Reviewing, amending, managing positions to ensure best service is given to visitor, groups, and internal department requirements
Issue weekly and monthly reports as requested.
Ensure KPI/SLA requirements are met.
Create and maintain training schedule and documents for staff onboarding (HSE and SOP implementation training), ensure training implementation and keep record of staff training history.
Monitor all HSE aspects related to the team and provide reports at the weekly/monthly meeting with venue's Health and Safety Team.
Address and escalate any incidents to Venue Management.
On the ground supervision as well as managerial attendance to meetings with Venue Management team.
Welcome VIP guests and provide them with tour when required.
Organise weekly meetings with Venue Management and ensure minutes recording. Ensuring that all instructions are cascaded down to the team.
Oversee financial activities covered by the ticketing team (cash management and revenue reconciliation)
Responsible for the usage of devices and equipment belonging to Venue and follow the ICT usage policy.
Provide adhoc reports and business continuity plans (BCP) when requested.
Replace Guest Experience Supervisor when required.

ROLE KEY REQUIREMENTS

Fluent in English (second language is an asset)
Min 5 years of Customer Service Experience
Operations, Ticketing, Hospitality
Excellent team management, and conflict management skills
Roster scheduling experience
Cash management / POS experience required.
Expert usage of ticketing and CRM system required
Outstanding Managerial skills
Strong Client Management skills
Health and Safety Experience and reporting
Strong communication skills to provide best experience to guests and ensure that Guest Experience staff understands well the instructions
Ability to handle pressure and lastminute requests
Strong at training, mentoring, and motivating staff
Strong reporting skillset
Experience in quality control and KPIs management
Capability of developing and implementing SOPs
Proficiency in word, excel, outlook
Ability to work on varied shifts, including late nights, weekends, and holidays, if required

KEY COMPETENCIES

Reliability deliver the promised service dependably and accurately.
Tangibles provide clean facilities, a warm and inviting environment, and friendly attitude
Assurance know where things are and what's on in the venue.
Empathy listen to visitors, paying attention to what they say, and provide personalised care.
Responsiveness provide prompt service and be willing to help.

Operations Administrator