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Customer Service Manager | AlFuttaim Real Estate | Emirati Talent

Al-Futtaim
Dubai, UAE
fulltime
Mid-Senior
2 months ago
Free

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Overview Of The Role

  • The Customer Service Manager at Dubai Festival City Mall is responsible for leading the transformation of the customer experience into a hospitality-grade, world-class service model. This role champions a hospitality-first culture across all guest-facing functions to ensure every interaction reflects premium service standards. The manager oversees guest journey redesign, concierge innovation, service governance, tenant alignment, and data-driven experience enhancement, positioning the mall as a lifestyle destination rather than merely a retail environment. Success in this role involves visible leadership during peak periods, proactive problem-solving, and measurable improvements in guest satisfaction and loyalty.

Service Culture & Hospitality Mindset

  • Develop and implement hospitality-grade service standards.
  • Lead cross-functional service training programs across various departments including Security, FM, Housekeeping, Concierge, FOH/BOH.
  • Establish service recovery protocols aligned with hotel industry best practices.
  • Conduct regular service audits and coaching sessions to ensure standards are met.

Guest Journey Redesign & Optimization

  • Oversee full customer journey mapping from arrival to exit.
  • Redesign touchpoints such as parking, valet, wayfinding, concierge desks, and family amenities.
  • Improve parking flow and first impression experiences.
  • Optimize stroller services and accessibility support.
  • Implement queue management standards to enhance guest satisfaction.

Concierge & Personalized Guest Services

  • Introduce premium concierge offerings, including priority bookings, reservations, meet & greet, and VIP assistance.
  • Develop VIP lounge/service concepts for enhanced guest experiences.
  • Integrate Blue Rewards to personalize recommendations and enhance member experiences.
  • Collaborate with Marketing to create curated guest moments and secure event access for guests.

Experience Leadership On The Floor

  • Act as visible Duty Experience Manager during peak hours.
  • Maintain active floor presence during weekends, events, and seasonal campaigns.
  • Proactively engage with guests and tenants to address issues before escalation.
  • Lead coordination meetings during peak periods to ensure service efficiency.

Service Standards, SOPs & Compliance

  • Develop and update SOPs for Valet, Concierge, Guest Relations, Taxi, and VIP Services.
  • Standardize protocols for cleanliness, scenting, music, ambiance, lighting, and presentation.
  • Ensure FM, Security, and Housekeeping meet premium hospitality expectations.
  • Conduct regular inspections to ensure quality and compliance with service standards.

Tenant Engagement & Service Alignment

  • Conduct joint service workshops and tenant briefings to promote service consistency.
  • Implement service scorecards to measure tenant service performance.
  • Launch mystery shopper programs across retail and F&B to monitor service levels.
  • Share insights and improvement plans with tenants to enhance overall guest experience.

Data-Driven Experience Enhancement

  • Analyze footfall data, heatmaps, dwell time, and Blue Rewards insights to refine guest experience.
  • Monitor complaint trends and implement corrective actions accordingly.
  • Develop monthly experience dashboards to track performance and progress.
  • Present actionable insights to senior leadership for strategic decision making.

Financial & Operational Management

  • Oversee valet revenue targets and ensure financial goals are met.
  • Manage operating budgets to maintain financial health.
  • Optimize manpower planning for efficient service delivery.
  • Ensure timely processing of quotations, LPOs, and invoices to support operational management.

Required Skills To Be Successful

  • Hospitality Operations

What Qualifies You For The Role

  • Bachelor's Degree in Hospitality Management, Business Administration, or related field.
  • Professional certification in Customer Experience or Hospitality is preferred.
  • 7-10 years of experience in hospitality, luxury retail, or premium mall management.
  • Minimum 3-5 years in a managerial leadership role, preferably in hotel operations or luxury guest services.

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