Guest Services Supervisor

Job description / Role

Building Fun

At Dubai Parks and Resorts, an unforgettable journey begins as soon our guests enter the gate. Themed as a journey through time, Riverland Dubai comprises four distinct eras - or zones, which take visitors on a voyage across time: from an idyllic French village in the 1600s to a bustling European Exposition in the late 19th Century, New Delhi in the 1930s, and ultimately the swanky days of Los Angeles and Las Vegas in the 1950s.

At its heart is the river from which Riverland Dubai is named and that is central to the visitors' experience. Water taxis, in addition to a tram, shuttle visitors to and fro, while ample casual dining terraces spill out towards the water's edge. There are numerous opportunities to join us down by the water at Riverland Dubai and help us create an exciting spectacle for our guests every day!

Play Your Part
This position directly manages buggies, boats and Kiosk Operations, Wheelchair and Stroller Rentals, Club Car Services, Annual Pass and Multi-Park Ticket Sales and the Colleagues working in these areas. Ensure consistent housekeeping standards, stock replenishments and cash handling standards. Additionally, manage schedules, breaks, inventory, perform spot checks, deliver on the job training and perform praise or coaching where applicable.

Responsibilities:

- Promptly greet Guests in a friendly and professional manner
- Respond appropriately to Guest inquiries and concerns to ensure total Guest satisfaction when it come at the services handled by that person.
- Resolve Guest issues to resolution in effort to improve the Guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations
- Ensure all equipment is in working order and report malfunctions and follow up on repairs.
- Assist with stock requisitions by reviewing stock levels and by forecasting anticipated business volume for the upcoming requisition period Train all Colleagues in suggestive selling and up-selling techniques to assist in achieving maximized profitability with Zero accidents.
- Conduct performance evaluations, training, guidance, coaching, regular briefings and meetings, and counselling of Colleagues
- Assist with preparing schedules in line with the anticipated business volume Propose enhancements to the services level or experience provided to the customer.
- Attend training and development programs in order to promote personal and career growth Comply with standards at all times in order to drive and improve business excellence through monitoring, analysing performance and taking corrective or preventative action
- Understand and follow all Standard Operating Procedures in order to exceed the operational requirements and ensure
- Guests receive the highest standards of quality and service Contribute to the achievement of objectives, action plans and key performance indicators in the Company
- Enforce and adhere to all U.A.E. Laws, Health, Safety and Environmental Policies and Company rules and regulations, report safety concerns or incidents to management in order to minimize risk and maintain a clean safe and hygienic environment for all Guests and Colleagues
- Assist with emergency situations that may arise in order to minimize possible damage, loss or injury to any Guests, Colleagues or Company property
- Represent and promote the Company in a positive manner at all times in order to maintain a professional brand image to all concerned stakeholders Display a friendly, helpful and cheerful attitude while communicating effectively with Guests and fellow Colleagues

Requirements

Are you a star?

In order to be qualified for this role you should possess the below criteria:

Essential:

- High School Diploma
- A minimum of 1 year experience as a Team Leader or Supervisor
- A minimum of 3 years' experience in Guest Service or Hospitality Operations
- Effective oral and written communications skills in English
- Ability to calculate simple mathematics and collect different modes of payment accurately
- Possess good interpersonal skills for interacting with people
- A team player and have the ability of meeting assigned targets
- Multi-tasking, problem solving and judgement skills
- Proficient user of MS Word, Excel, PowerPoint and Outlook

Desirable:

- Tertiary Certificate or Diploma in a Hospitality or Communication related field
- Previous experience in a similar role in Hospitality in the U.A.E.
- Ability to communicate in Arabic and English.
- Possess good leadership qualities

About the Company

Dubai Parks and Resorts offers new heights in experiential entertainment through an inspired concept that brings the best of the east and the west in the entertainment industry. Conceived and developed by Meraas Holding, Dubai Parks and Resorts articulates the Dubai leadership’s vision of positioning the emirate as a compelling global tourist destination.

The first phase of Dubai Parks and Resorts will comprise three theme parks: motiongate™ Dubai, Bollywood Parks™ Dubai, and LEGOLAND® Dubai. The development will also feature Riverland - a grand entrance plaza and Lapita, a family themed hotel. The first phase is scheduled for completion in 2016. Ground work commenced on site in February 2014