Guest Services Team Leader

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Farah Experiences Full time
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 frontline colleagues to include their onthejob 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' wellbeing
  • 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 followup 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 frontline colleagues
  • Update lost & found inventories and prepares the items for distribution when necessary
  • Efficiently manage lost & found storeroom
  • Train staff on promotions/discounts programs and upsell to meet related goals
  • Train staff on pointofsales 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'‹'‹
  • Minimum 1 year of Guest Services Experience is a must
  • Basic knowledge of ticketing systems
  • Possess strong leadership skills
  • Excellent communication skills
  • High level of respect and integrity
  • Positive and upbeat attitude

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