Operations Manager

The Adecco Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading staffing company is seeking an Operations Manager in Dubai. The successful candidate will oversee ground crew and flight operations, ensuring exceptional guest experiences and financial goals are met. Responsibilities include managing a team, conducting performance appraisals, and ensuring safety compliance. This position is integral in providing outstanding service and operational planning.

Responsibilities

• Develop Ground Crew and Flight Operations team, ensuring excellent guest service.
• Manage training, attendance, and performance of front-line colleagues.
• Conduct performance appraisals and promote personal development.

Skills

Leadership

Customer service

Team management

Safety compliance

Operational planning

Job description

Position: Operations Manager

Location: Dubai, UAE

Job Overview:

To ensure a smooth and efficient operation of Adecco's client ground crew and flight operation. The role impacts on the opening, daily operation and closing. The role is instrumental in creating smiles for guests and colleagues, whilst protecting and maximizing revenue. This position oversees the daily operations of Operational Hosts, Revenue Hosts, Team Leaders and Flight Operations team ensuring exceptional guest experience and generating revenue to contribute to overall goals and financial sustainability, ensures guest safety by managing the Operations team, responding to emergencies, ensuring efficient operation of queue management, and customer complaints. This position will work closely with the sales agents to ensure financial targets are being met. Additionally, this role shall support the General Manager with strategic, operational planning for the department.

Job Description:

• Develop the Ground Crew and Flight Operations team to provide outstanding guest service through daily supervision of operations at areas ranging from Ticketing, Retail, F&B and ground Operation areas.
• Develops his / her direct report Team Leaders, Senior Pilots
• Manages a team of front-line colleagues to include their on-the-job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Engender a culture of positivity and teamwork within the department, across all levels
• Oversee ground crew and pilot weekly/monthly schedule and daily rotations in the absents of team leaders and senior pilot.
• Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth
• Ensure that all safety rules and procedures are always adhered to
• Ensure that policies, procedures and performance standards that are in place in the department are always adhered to
• Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention
• Ensure all departmental checklists i.e., opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
• Deal with any internal or external requests and issues that are beyond the scope of their front-line colleagues
• Update lost & found inventories and prepares the items for distribution when necessary
• Train staff on promotions/discounts programs and upsell to meet related goals
• Train staff on point-of-sales automated system using Ventrata ticketing software
• Conduct departmental training as required
• Conduct communication briefings as required
• Track live attendance and individual staff performance
• Handle guests concern courteously and fairly, provide appropriate, available, and achievable service recovery as needed
• Provide monthly Guest incident / Guest complaint report to the General Manager
• Provide monthly Retail & F&B sales report to the General Manager
• Perform the tasks of a Revenue or Operational host if required
• Respond and document any medical emergency that may occur on facility.
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings
• Review departmental policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service and safety
• Ensure any service delivery defects are resolved and identify any trends and share observations and suggestions with management
• Review accuracy of any checklists and records completed in areas and analyze
• Ensure financial targets set by management are met
• Coordinate any inventory/stock take activities required, ensuring sufficient stock always remains on hand and reducing stock loss/wastage
• Participate in daily operations alongside their colleagues setting a positive example
• Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities
• Lead meetings and presentations as required
• Represent the General Manager during his/her absence
• Perform other duties assigned by the General Manager
• Conduct safety audits daily and record results as directed
• Perform Mooring when instructed by the Flight Operational crew
• Any other related duties as assigned by the department or management