Operations Team Leader (Emiratization)

This position oversees the colleague provision of the operations teams in guest services and retail operations. Guest services include queue management, ticket sales, lockers, strollers, turnstile management, guest inquiries, lost and found, information points, guest complaints, and guest relations. Retail services involve merchandise sales, stock replenishment, receipt and storage of goods, inventory management, and stock movement recording in EATEC.

Job Scope:

1. Develop Operations Associates to deliver outstanding service through daily supervision.
2. Manage a team of front-line colleagues, including training, attendance, grooming, coaching, appraisals, and development plans.
3. Foster a culture of positivity and teamwork within the department.
4. Supervise opening and closing of guest services and retail areas.
5. Schedule breaks and rotate colleagues to ensure coverage, productivity, and well-being.
6. Train colleagues on equipment operation and departmental policies.
7. Coach and discipline colleagues fairly to motivate and improve performance.
8. Conduct performance appraisals to promote growth.
9. Ensure adherence to safety rules and departmental policies.
10. Maintain a clean and safe environment, reporting deficiencies.
11. Complete departmental checklists and records diligently.
12. Mediate between colleagues and management regarding complaints.
13. Handle internal/external requests beyond frontline scope.
14. Update lost & found inventories and coordinate distribution.
15. Train colleagues on promotions and upselling strategies.
16. Conduct briefings and training sessions.
17. Use BOS and Excel to track attendance and performance.
18. Address guest concerns courteously, providing service recovery.
19. Enhance sales strategies for guided tours and merchandise.
20. Monitor brand standards, manage product displays, stock shelves, and inventory.
21. Coordinate stock transfers from warehouse to outlets, ensuring accuracy.
22. Post requisitions, transfer items via EATEC, and manage damaged goods.
23. Perform spot checks and physical inventories, transfer stocks as needed.
24. Label new arrivals and damaged price tags promptly.
25. Arrange and maintain shelf displays in BOH.
26. Follow up daily on stock orders for outlets.
27. Perform duties of Operations Associates as required.
28. Additional duties as assigned.

Minimum Requirements:

• Higher secondary education or equivalent.
• At least 2 years of operations experience.
• Strong leadership skills.
• High respect and integrity.
• Positive attitude.
• Completed training programs in group or individual training.
• Minimum 1 year supervisory experience with 10+ staff.
• Minimum 1 year cash handling experience.
• Experience with EATEC system.
• Proficiency in Arabic, Russian, Farsi, or Chinese.