Duty Supervisor (Souq7)

Job Summary

Key Responsibilities

• Supervise and coordinate daily on-site operations during assigned shifts, ensuring all activities are carried out smoothly and in line with company procedures.
• Lead, guide, and allocate tasks to front-line teams, including security, cleaning, guest services, and other service providers, to maintain high standards of service and site presentation.
• Conduct regular site inspections to ensure safety, cleanliness, maintenance, and operational standards are maintained across public areas, facilities, tenant frontages, and common areas.
• Monitor site safety and security matters and coordinate with the Security Team to respond promptly to incidents, emergencies, complaints, or safety concerns.
• Coordinate with the maintenance and facility management teams to ensure equipment, services, utilities, and common areas are functioning properly and issues are resolved in a timely manner.
• Act as the first point of contact for tenant and visitor inquiries during the shift, resolving matters professionally or escalating them to the relevant department when required.
• Ensure compliance with health and safety policies, site procedures, and regulatory requirements, and support emergency drills, awareness, and related training when needed.
• Prepare and maintain accurate shift handover reports, incident reports, daily operational logs, and other required documentation to support management reporting and smooth shift continuity.
• Coordinate with cleaning and housekeeping contractors to ensure cleanliness standards are maintained throughout Souq7, including public areas, restrooms, walkways, and tenant-facing areas.
• Support crowd management, visitor flow, and event operations within Souq7 in coordination with the concerned internal teams, tenants, contractors, and service providers.
• Monitor service levels and operational performance during shifts, identify areas for improvement, and take corrective action where needed.
• Support the onboarding, training, and guidance of new front-line staff to promote a customer-focused, safety-conscious, and professional working culture.
• Monitor operational supplies and report requirements to the Operations Manager for timely procurement or replenishment.
• Assist in incident investigations and follow-up actions by coordinating with relevant stakeholders and ensuring lessons learned are applied.

Minimum Qualifications And Requirements

• Bachelor’s degree in Business Administration, Public Administration, Hospitality Management, Tourism Management, or any other relevant field.
• Minimum 2–3 years of experience in operations, facility management, retail, hospitality, customer service, or a similar supervisory role.
• Previous experience in shopping malls, mixed-use developments, hospitality, souq-style operations, or customer service environments is preferred.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and coordination skills, with the ability to manage multiple tasks at the same time.
• Good knowledge of Microsoft Office applications and report preparation.
• Good command of English and Arabic, both spoken and written.
• Ability to work flexible shifts, including evenings, weekends, and public holidays when required.
• Ability to work in a dynamic field environment and coordinate effectively with tenants, contractors, service providers, and internal departments.

Preferred Qualifications

• Previous experience in souq-style, retail, mall, hospitality, or open-market operations.
• Familiarity with tenant operations, visitor services, facility operations, and service provider coordination.
• Certification in First Aid, Fire Safety, Fire Marshal, or any relevant safety training is an advantage.
• Experience using property management, incident reporting, or mobile-enabled operational systems is preferred.

Personal Attributes

• Customer-focused, approachable, and service-oriented.
• Calm under pressure and able to handle difficult situations professionally.
• Reliable, punctual, and committed to maintaining high standards.
• Strong team player with the ability to work independently and take initiative.
• Organized, detail-oriented, and able to prioritize tasks effectively.
• Committed to continuous improvement and professional development.

Reporting Line