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Service Excellence Manager

1 week ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time

About Dubai Holding Real Estate:

Dubai Holding's real estate business has developed strategic destinations and communities that offer unique lifestyle opportunities to meet the evolving needs of residents and visitors.

As a master developer, we invest in sustainable infrastructure, accessibility, community amenities, and family-focused facilities including community centers, mosques, schools, supermarkets, and landscaping.

We also offer a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose:

The job holder will manage and deliver high-quality services to meet the needs of all stakeholders within the company.

Key Responsibilities:

  • Lead and manage end-to-end provision of services by various service providers, suppliers, vendors etc. for corporate services, meetings, workshops, and sales launches within corporate offices, Customer Care centers, and sales boutiques.
  • Review the quality of supplies and amenities provided by the service providers to ensure exceptional quality and customer service is provided to internal customers (employees) and external customers (visitors, investors, VIPs, etc.).
  • Oversee roster management, attendance, and quality of services provided by internal service staff, receptionists, office, and pantry assistants within designated service sites and locations to ensure efficiency.
  • Monitor service performance metrics, service-related KPIs, and service-related feedback to identify areas for improvement and take corrective actions when needed.
  • Guide the team and provide coaching to enhance their service skills on customer interaction techniques, grooming, and organization to foster a positive and high-performing work environment.
  • Regularly assess the efficiency and effectiveness of service processes and recommend optimizations to drive operational excellence.
  • Collaborate with department heads and team leaders to understand their service needs and challenges, and implement effective solutions to enhance customer satisfaction and ensure services are carried out optimally.
  • Oversee the seamless operational delivery and execution of corporate services, ensuring adherence to Company guidelines and consistently exceeding service quality expectations.
  • Support section head in the strategic preparation and planning of activities calendar to ensure they are adequately represented, planned, and organized.
  • Effectively manage and optimize project budgets by reviewing contracts with vendors, suppliers, and service providers, ensuring cost-effective planning and execution, and implementing well-coordinated management of staff, supplies, and services to achieve project goals.
  • Measure the success of services through post evaluations and feedbacks and prepare reports to continually improve future activities.
  • Identify areas for process optimization and manage service SLAs and KPIs to ensure continuous improvement and enhancement.

Candidate Qualifications, Experiences & Skills:

  • Bachelor's degree in Hospitality and Service/ Marketing/Recreation; Master's degree preferred
  • Event Service Professional Certification (ESPC) - preferred
  • Minimum 4-6 years' experience in Hospitality/Service/Event management
  • Proficient in Microsoft Office suite
  • Effective communication skills (verbal and written)
  • Enthusiastic, Creative and Innovative
  • Attention to Detail
  • Budget Management
  • Event Co-ordination and Management
  • Vendor Selection and Management
  • Time and Budget Management
  • Client relationship Management
  • Team Management
  • Service Quality Assurance
  • Problem solving
  • Decision Making

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment.