Establishment Manager
Emaar Entertainment
مجموع سنوات الخبرة :19 years, 7 أشهر
Establishment manager, Oct, 2009 to present
Emaar malls Group (KIDZANIA Dubai, UAE)
Highlights:
• Group includes business verticals such as Retail, Entertainment; undertake customer service projects as assigned by the management.
• Generate footfall and building revenue by pushing sales and giving the best experience to our guest to ensure business reputation.
• Incorporated standard customer service practices for uniform, organization-wide implementation and achieved customer service excellence across different business verticals of Emaar.
Key Responsibilities:
Customer Service and retail management:
• Adhered to the customer service policy, steered teams to comply with procedures and established a reputation for quality service and quick response time; maintained excellent customer relations.
• Resolved complaint cases forwarded by Customer Service Representatives pertaining to different business verticals of Emaar, coordinated with relevant Managers and sales teams to address product / service issues.
• Oversaw operations on assigned floors, monitored interactions with customers to prevent dissatisfaction due to negligence and provided inputs to teams for performance improvement.
• Monitored adherence to Service Level Agreements (SLAs), delivered brand promises and interacted with customers to seek feedback.
• Raised requisitions with the management for procurement of new computers, telephone equipment, head-phones etc. to facilitate seamless and hassle-free service delivery to customers.
• leading over 150 team members Manpower / Talent Management & Allocation Scheduling
• Conducting regular staff briefings to updated on all operations stand and Preparing regular reports on key operational performance indicators
• Managing and controlling the outsourced retailers and housekeeping and security.
• Crisis management and reviewing regular reports generated by crisis managements and Internal HSE Auditor & SOP Creation
• Assisting in the preparation of an annual operating plan and budget and Navision, oracle system and PR’s stock control
• Prepare the yearly sales plan, obtain management sanctions on the budget, assign targets to sales teams and implement the plan to generate revenues across assigned markets.
• In conjunction with the Sales Director, ideate and strategize key sales exercises, finalize digital channels to increase sales.
• Improve customer experience across all retail formats - physical outlets, build trust and excellent business relations with customers, represent the company and generate market traction.
Head of Operations, Sep 2020 to present
Emaar Entertainment Group (KIDZANIA Abu Dhabi UAE)
Highlights:
• Group includes business verticals such as Retail, Entertainment; undertake customer service projects as assigned by the management.
• Generate footfall and building revenue by pushing sales and giving the best experience to our guest to ensure business reputation.
• Incorporated standard customer service practices for uniform, organization-wide implementation and achieved customer service excellence across different business verticals of Emaar.
• Supervise general operations of the center to guarantee the fulfilment of the established service, quality, image, functionality, maintenance and security standards
• Prepare annual sales and expenditure budgets of all the operations to fulfill the guidelines and manage operations expenses and maintain within budget
• Ensure all the activities performed in the establishments fulfill the agreements and commitments made with the Marketing Partners or sponsors.
• Determine service standards that must be followed, implementation and supervise their execution in all the areas of the facility.
• Manage resources for development, avoid excess rotation and absences, improving the facility’s efficiency.
• Supervise and ensure daily sales income is well kept, secured and up-to-date.
• Plan and supervise annual training program to improve the human development of the staff and improving the service quality.
• Supervise the execution of the internal control system to avoid damaging the results of the center.
• Coordinate the documentation of all the operative activities with the corresponding department.
• Guarantee safety of all the visitors through the generation of service and control policies.
• Support to commercial and operative areas so they can accomplish their sales and profit budgets through a close supervision of the product they sell, wastage generated and designing different strategies.
• Ensure exceptional qualities of customer service are delivered by the team with polite and courteous manner and promote good customer service so that high customer satisfaction is provided to all customers and user groups.
• Manage employee recruiting, scheduling and training in order to ensure operational and safety standards are achieved.
• Prioritize and plan teams and own tasks to ensure they are completed within set deadlines.
• Delegate work with clear work instructions and provide performance feedback to team members.
• Ensure interaction between all the departments is healthy, efficient with service and respect.
• Conduct appraisals for team members
• Ensure customers use the facility in a safe manner and all operational Health and Safety procedures are adhered all the times.
• Ensure sufficient first aid for kids and general public are available at all times.
Head of Operations, Sep 2020 to present
Emaar Entertainment Group (KIDZANIA Abu Dhabi UAE)
Highlights:
• Group includes business verticals such as Retail, Entertainment; undertake customer service projects as assigned by the management.
• Generate footfall and building revenue by pushing sales and giving the best experience to our guest to ensure business reputation.
• Incorporated standard customer service practices for uniform, organization-wide implementation and achieved customer service excellence across different business verticals of Emaar.
• Supervise general operations of the center to guarantee the fulfilment of the established service, quality, image, functionality, maintenance and security standards
• Prepare annual sales and expenditure budgets of all the operations to fulfill the guidelines and manage operations expenses and maintain within budget
• Ensure all the activities performed in the establishments fulfill the agreements and commitments made with the Marketing Partners or sponsors.
• Determine service standards that must be followed, implementation and supervise their execution in all the areas of the facility.
• Manage resources for development, avoid excess rotation and absences, improving the facility’s efficiency.
• Supervise and ensure daily sales income is well kept, secured and up-to-date.
• Plan and supervise annual training program to improve the human development of the staff and improving the service quality.
• Supervise the execution of the internal control system to avoid damaging the results of the center.
• Coordinate the documentation of all the operative activities with the corresponding department.
• Guarantee safety of all the visitors through the generation of service and control policies.
• Support to commercial and operative areas so they can accomplish their sales and profit budgets through a close supervision of the product they sell, wastage generated and designing different strategies.
• Ensure exceptional qualities of customer service are delivered by the team with polite and courteous manner and promote good customer service so that high customer satisfaction is provided to all customers and user groups.
• Manage employee recruiting, scheduling and training in order to ensure operational and safety standards are achieved.
• Prioritize and plan teams and own tasks to ensure they are completed within set deadlines.
• Delegate work with clear work instructions and provide performance feedback to team members.
• Ensure interaction between all the departments is healthy, efficient with service and respect.
• Conduct appraisals for team members
• Ensure customers use the facility in a safe manner and all operational Health and Safety procedures are adhered all the times.
• Ensure sufficient first aid for kids and general public are available at all times.
Retail and outlets sales Supervisor FEB, 2007 to AUGUST, 2009
EURO TELICOM electronic company at Carrefour
Highlights:
• From 2007-2009: Posted 20% growth in corporate sales within two years through extensive client liaison, key account coordination and effective sales presentations.
• Credited with developing reliable, comprehensive sales budgets and making budgetary provisions for each activity including a separate fund allocation for contingencies.
Key Responsibilities:
Retail and sales Management:
• Contributed to operations of electronic items and offered our products to our customers through Carrefour branches.
• Attended industry events and expos to understand competitor offerings and customer preferences and developed professional connections with personnel in the hospitality sector.
• Encouraged the growth of a high-performing work environment, implemented employee engagement programs and provided inputs to the management for revision in staff compensation.
• Presented the product range to our customers and provided impetus to sales efforts in new-found markets through systematic market entry, commencement of operations and promotions.
• Received and addressed customer grievances regarding food quality, customer service and delivery, provided prompt and satisfactory solutions to boost customer retention rates.
• Updated the senior management on achievement of defined KPIs and business performance for assigned food retail formats through MIS reports and month-on-month sales volume analysis.
Oct, 2004 to Jan, 2007 (2 Years 3 Months): as shift supervisor
Kuwait food company (Americana) (Dubai, UAE)
Highlights:
Hospitality ~ Inventory Management ~ Team Management ~ Customer Complaints Resolution ~ Team Training ~ Management Reporting ~ Store Operations ~ Visual Merchandising ~ Performance Evaluation and Staff Increments
Key Responsibilities:
• Manpower / Talent Management & Allocation
• Preparing regular reports on key operational performance indicators
• Conducting regular staff briefings to updated on all operations stand
• Assisting in the preparation of an annual operating plan and budget
• Providing discipline and performance feedback.
• Responsible for achieving all performance related targets. Ensuring that best practice is followed in safety, legality and quality of service.
• Undertaking staff performance reviews.
MBA Master of business administration • Business administration management diploma • Human resources management diploma • Marketing management diploma • Sales management diploma • Economic management diploma
Mini MBA Master of business administration • Business administration management diploma • Human resources management diploma • Marketing management diploma • Sales management diploma • Economic management diploma • Financial management diploma • Commercial& law diploma