Head Usher / customer service lead / Trainer at Dubai Opera
Dubai Opera by emaar
مجموع سنوات الخبرة :10 years, 2 أشهر
• Leading the ushers to achieve all the previous requests effectively and within the house standards
• Managing different levels in a rotation basis and implement the operational instructions to achieve a successful shift and reduce service and performance drops
• Conducting personal/group trainings and coaching sessions
• Allocation of the team to cover different areas in the building to anticipate guest needs and deliver an instant response or action
• Daily office tasks including reports, emails, presentations, signage, data sheets
• Coordinate with associates, organizers, promoters and visiting production companies to affiliates the house policies and rules and deliver any logistic support or adjustments needed for them to achieve their events/performances successfully
• Key contact person for VIP’s, Royalties, Sheikhs then collaborating with protocols to arrange their arrival, attend their requests until departure within strict policies
• Tour scripts adjustment and creatively working on more attractive aspects to deliver it by preserving the company image and reputation
• Demonstrate a proactive strategy to the audience member’s health and safety as being responsible of it within the premises and even in the near surroundings
• Meet and greet of guests attending the shows, banquets and events
• Show tasks: scanning tickets, directions, seating, show details, relocations and escorting
• Insure the building safety and readiness before the shows and events and reporting glitches
• Conducting the tourists, groups and schools front of house tours and promoting them for more revenue
• Maintaining the operation equipment and applying sustainable cost control strategies
• Collecting guest’s feedback, comments and complains for consideration
• Supervise a team of agents to maintain the company standards and monitor the consistency of an outstanding service quality
• Tasks and projects assignment to empower the team and improve their personal development
• Rostering and shift manning to properly cover the operation needs
• Preparation of trainings calendar, modules and sessions then to conduct them
• Assisting higher management with reports and feedbacks for business development
• Answering external, internal and inter-departmental calls and forwarding them to the requested party in a professional manner
• Attending the hotel general email and apply the needed action
• Promote the hotel services, outlets and overall sales throughout a continuous learning of product knowledge and trainings
• Generating reports for operation enhancement and targeting the areas of improvement
• Taking guest requests as a first point in addition to their feedback, complains and preferences
• Answering guest calls within the time and the company standard
• Understanding and gathering all the details about the customer technical inconvenience
• Initiating an online / instant process using virtual applications to solve the issue
• Proper escalation to the concerned department if needed and giving accurate feedback
• Enhance products sale and promote existing and new collections
• Improve upsells and deliver efficient product knowledge
• Meet and greet of customers and offer outstanding customer service from item selection till payment
• Stock room arranging and calibration of stock distribution referring to the store replenishment requirement
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