Operations Manager
Le Mirage Property Management
Total des années d'expérience :22 years, 0 Mois
Le Mirage Property Management operates high quality, luxury serviced residential accommodation within mixed-use compounds and developments as well as commercial offices and warehouses in Qatar. The portfolio is designed for sophisticated clientele who seek the ultimate lifestyle experience. To meet these expectations, Le Mirage partners with top architects, designers, luxury goods and services brands. Newly constructed properties contain cutting edge facilities including roof top running tracks and swimming pools as well as other state of the art health and fitness facilities designed to provide a class leading lifestyle experience for tenants to enjoy.
PRINCIPAL ACCOUNTABILITIES
● Responsible for providing a class leading service to tenants within their homes and offices in order to ensure timely and satisfactory resolution of maintenance and housekeeping issues.
● Managed 100+ staff members comprising of in house maintenance and housekeeping teams, drivers and Department supervisors managed through direct reports including a Head of Maintenance, Head of Housekeeping, two Property Managers, an Administration Manager and Helpdesk officer.
● Responsible for supervising the Property Maintenance Staff through close monitoring and the implementation of effective reactive works responses and planned preventative maintenance regimes controlled by the Head of Maintenance.
● Coordinated and managed the housekeeping department to ensure proper hygiene and cleanliness standards were maintained and sustained throughout the property portfolio.
● Actively contributed towards the property design layouts and installation of furniture to maintain a pleasing and friendly environment for clients to enjoy.
● Supervised the outsourced security teams to ensure proper safety procedures were implemented and followed.
● Supported and assisted the maintenance and security departments in providing recommendations and feedback regarding the development of enhanced procedures and other operational initiatives.
● Ensured that the reception and marketing departments maintained positive relationships with customers at all times.
● Responsible for assigning in house maintenance and housekeeping teams to carry out check out and preparation of vacant properties prior to new tenant arrival.
● Supervised the Operation of the Help Desk in handling customer and tenant complaints effectively and in a responsive and timely manner.
● Coordinated with Majestic Real Estate leasing team in relation to the Lease Management of both residential and commercial properties.
● Convened internal meetings to ensure the departments effective partnering with other company departments and designated vendors.
● Assisted in conducting orientation and welfare activities among the staff.
● Monitored building expenditure, tenant files and rent collection. Authorized signatory for all company purchase requests, purchase orders issued and cheque payments across the company accounts.
● Participated in the creation and implementation of department strategies, operational procedures, policy development and budget review and development on an ongoing basis.
● Oversaw monthly and quarterly assessments and forecast of organizations financial performance against budget, financial and operational goals.
● Devised new, innovative schemes in order for Le Mirage to remain competitive within the market place including multipurpose sports facilities, enhancements to gymnasium facilities, a tenant loyalty card scheme and VIP tenant limousine service.
● Provided recommendations and feedback regarding the design, facilities provision and potential enhancements to the communal and residential spaces.
● Conducted space planning and best allocation of space and resources for new buildings and re-organization of existing premises.
● Responsible for directing, coordinating and planning essential services such as reception, security and maintenance for upcoming projects.
PRINCIPAL ACCOUNTABILITIES
● Assisted QFC in achieving its targeted occupancy rates for each QFC Tower. (80-95% occupancy rate for each Tower)
● I engaged with incoming Firms registering under QFC and provided necessary property information for the Business Centre Occupancy Process and QFC’s lettable Office availability.
● Conducted meetings with prospective tenants ensuring the high professional standards of QFC were portrayed at all times, tenant needs and requirements were fully ascertained and suitable office solutions were selected and presented to each client for their consideration.
● Managed effective communications between the tenant occupiers of QFC’s towers and the Facilities Management and Administration Departments.
● Professionally negotiated Client / Landlord deals on lease terms including rental rates and lease duration for and on behalf of QFC within the recognised parameters including lease surrender / termination, early termination or renewals as well as the finalisation and signing of all new leases.
● Issued formal lease quotations, created new lease agreements, Licences to occupy and Business Centre legal Booking forms and submitted via QFC’s legal department for internal review and approval.
● Provided general information concerning methodology for conducting internal office fit outs, overview of process and overview of Qatar Civil Defence requirements.
● Managed the registration of all leases with Doha Municipality within the prescribed timeline in accordance with the Qatari Leasing Code in order to avoid any penalty for late registration
● Ensured that tenant’s mobilization in/out of the Building complied with the Tenant Policies and Procedures and the terms of the relevant lease and acted as a conduit in the communication loop to all QFC related departments concerning tenants’ activity.
● Communicated with QFC related departments in order to ensure rents from tenants are paid on the due date and acted upon non-payment issues in conjunction with QFC’s Legal Department.
● Provided information regarding the QFC designated premises list, premises designation methodology and QFC requirements to QFC Firms in order to assist in their designation process application.
● Conducted adequate physical inspections of the proposed QFC designated building to ensure that the designated building meets the QFCA criteria, Image and standards.
● Assisted applicants in the gathering required information from the landlord and provided necessary documents to be submitted to QFC management for H.E. The Minister of Finance’s formal approval.
● Ensured that QFC Customers are informed of any approved designation building application.
● Spearheaded and created a new and innovative fast track process currently under review by QFC Management.
● Coordinated with FM team to ensure that premises are in good condition during tenant’s movement in/out of premises.
● Oversaw the management of and negotiation with suppliers and vendors for the office fit out of the QFC premises so that they are completed in a timely manner, in accordance with specification and in line with the approved budget.
● Contributed to the development, updating and implementation of the Tenants Policies and Procedures to ensure the Buildings are maintained and operated in accordance with the QFC standards and inform tenants of any changes.
•Responsible for the provision of high quality customer care in an ultra luxurious retail environment at The Pearl-Qatar.
•Responsible for recruiting, staffing and implementing a retail concierge team providing high quality five star services to customers who live within or visit the Pearl-Qatar’s retail environment on a daily basis.
•Managed a team of 4 drivers who provide a courtesy tuc tuc transport service to our retail customers.
•Implemented innovative measures to continuously improve the customer’s experience of the retail
precincts.
•Responsible for resolving all customer queries and complaints in a rapid, pro-active manner.
•Provided VIP premium and valet parking service generating in excess of QR 600, 000 revenue per annum.
•Managed the provision of two luxury limousine services incorporating a Company profit / revenue share scheme.
•Managed the effective sale of Porto Arabia Gift Vouchers including reimbursements to participating retail stores and restaurants.
•Responsible for innovative schemes to benefit retailers including a newly launched Gift Voucher Partnership with Qatar Telecom (Qtel) and Nojoom.
•Promoted all marketing activities and sales related programs and maintained adequate stocks of retail collateral.
•Raised procurement requests and processed Contractor payments via Company Oracle Financial system.
•Coordinated all other services within the retail team which impacted on Customer Service, in particular in-house cleaning teams, property maintenance and operational retail teams.
•Supported Management initiatives in terms of the collection and distribution of information.
•Ensured effective coordination of store and common area related issues to operations department personnel and to The Pearl-Qatar’s dedicated call centre.
•Actively participated in a Gallup Staff Engagement Scheme. Identified as a “top 20” Manager within the Company following a Gallup Staff engagement survey.
•Met with existing and new tenants to check and handle shop fit-out drawings against stringent procedures implemented by myself and then pass to the Quality Assurance engineers for approval. Approved drawings are returned back to the tenants and Mall management team in order to complete the process.
•Implemented systems to ease tracking of all Operations business documents through to a satisfactory outcome and reduced time taken by an average of five days.
•Checked all Mall Finance correspondence received against strict Company Finance procedures concerning contractor payments, one off payment requests, monthly petty cash requests, contractor invoices, credit notes and tenant rental cheque payments to ensured papers were forwarded to finance and collections departments in a timely manner.
•Reviewed monthly maintenance reports from all Malls and actioned issues raised.
•Checked and processed SR 1 Million per month maintenance contract invoices against maintenance contract agreements.
•Organised recruitment visit Visa letters for prospective new candidates, flights, hotels and transportation needs.
•Produced weekly Mall Management activity reports for Salman Al Hokair, business owner.
EQUION FACILITIES MANAGEMENT -Cumberland School PFI
•Responsible for a PFI contract providing Soft and Hard services of three newly constructed secondary school properties within East and North London.
•Managed key services including School Caretaking, Catering, Cleaning, Mechanical & Electrical, Building Fabric and Grounds Maintenance via site based team members and outsourced Contractors.
ASSET MANAGEMENT - Merton Schools PFI
•Responsible for the day to day running of Soft and Hard services in six secondary schools within the London Borough of Merton..
•Managed the provision of School Caretaking, Catering, Cleaning, Mechanical & Electrical, Building Fabric and Grounds Maintenance via Atkins site based team members and outsourced Contractors.
•Managed and reported Planned, Reactive and statutory works performance via dedicated Helpdesk and strict Performance Monitoring Reporting procedures.
• Responsible for the day to day running of a 17 Acre Industrial Business Park. comprising of privately tenanted units with diverse usages, currently providing £1million per annum rent revenue to Client HSBC Bank UK (Pension Trust) Ltd.
• Work closely with accounts team to ensure the timely collection of rent, insurance premiums and utility bills payments from tenants.
•Responsible for Safeway PLC Property SupportLine Contract providing 24 hour 365 days per year emergency SupportLine Maintenance Service to 400+ stores throughout the UK, Ireland and Channel Islands.
•Controlled and managed Safeway’s reactive maintenance property costs totalling £1 million spend per month.
•Responsible for Customer Service for St George Central London Ltd at Imperial Wharf, Fulham a new prestigious 32-acre mixed-use development with construction planned over a seven-year period.
•Supervised and developed my Customer Service team and ensured all correspondence and liaison between the department and Customer accurately reflected Company Quality Management Procedures.
• I operated as a manager for a high profile Metropolitan Police Contract providing £20 million of highway and vehicle services per annum to the Police over a 5-year period.
•Key Administrative roles within Facilities Management, Human Resources, Infestation Risk Evaluation Science Group and Registry Department.
BSc Upper Second Class (2.1)