Establishment Coordinator
Emaar Entertainment
Total years of experience :10 years, 4 Months
• Responsible for the whole establishment operation, to ensure they are ready, staffed and completely set to open for the Guests.
• Generating daily reports, weekly and monthly reports for footfall, customer demography, consumables and cost.
• Training and evaluation of the staff, taking staff briefings, meetings and ensuring the whole department follows the SOP and adhere to the work guidelines.
-Experience in Learning Management system, reporting and tracking of trainings.
• Making roasters for more than fifty staff including the team leaders. Ensuring all checklists are being followed by the reporting team leaders.
• Handling Guest complaints, feedbacks and follow ups.
• Working on Customer relationship management and helping sales team in understanding customer needs and customer demography.
• Working as the duty manager for the park as well as for the department.
• Taking care of Inventory, indenting, purchase orders and anything in concern of the department.
• Working closely with the Sales team to ensure their promotions and discounts are properly delivered to the visitors. Taking care of school visits and group visits.
• Many other responsibilities as required by the operation Manager.
• Pre-opening staff having involved in structuring the department and standard operating procedure (SOP).
• Responsible for day to day operation, Point of Sales and admission control.
• Conflict Resolution: Handling Guest complaints, situations and emergencies
• Sales and Marketing: Handling all promotions in ticketing and admission part, training the staff, responsible for the implementation of promotions and discount sales.
• IT and Applications: Assisting in product configuration, price mapping, promotional rates and if any issues within the operating software.
• Events and Crowd Management: Handling Corporate events, birthday packages, edutainment and travel trade groups.
• Contact Center: Supervising the contact center operation, answering the escalated mails, working on AVIUS CRM. Handling company’s social media page.
• VIP Lounge operation and Lost and Found In-charge.
• Social Media Page Handling.
• Leading the team of 70 staff, their duty roster, deployment and leave calendar.
• Training and evaluation, training need analysis, on the job and off the job trainings, classroom training, evaluation of performance and productivity standards.
• Managing learning management system, report and evaluation of the process.
WORKED FOR TWO AND A HALF YEAR. POINT OF CONTACT FOR ALL INQUIRIES, COMPLAINTS, SERVICE AND ORDER IN TERMS OF FOOD AND BEVERAGES.
Data types and structures, data manipulation, Data visualization, discriptive analysis, inferential statistics, predictive analysis, forecasting techniques, clustering, dimension reduction techniques, data mining.
MAJOR: FRONT OFFICE MANAGEMENT, F&B MANAGEMENT, ACCOMMODATION MANAGEMENT. MINOR: SALES AND MARKETING, HUMAN RESOURCE, HYIGIENE AND SANITATION, ACCOUNTS.