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Customer Service Officer

Date: 11-Mar-2023

Location: Abu Dhabi, AE

Company: Majid Al Futtaim

Majid Al Futtaim Entertainment invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Reporting to: Operations Associate Manager
Location : UAE

Job Purpose:

  • Supervise the team in the snow park.  Ensures the daily operation, maintenance and safety in the snow park.  Ensure highest customer service at all times.

Job Details – Key Responsibilities and Accountabilities:

  • Follow all policies and procedures as outlined in the Snow Park SOP.
  • Deliver exceptional customer service at all times.
  • Ensure the day to day Snow Park operation is managed effectively, closely overseeing the Snow Park Team Leaders to ensure their key tasks are met.
  • When required manage the day to day operation, ensuring rotations, breaks and lunches are organized as set out in the Snow Park SOP.
  • Ensure proficient up to date knowledge of Ski Dubai products, promotions and services.
  • Perform suggestive selling (up-selling strategy), advise and assist guests with sales and bookings.
  • Assist in the review of departmental risk assessments and SOP updates.
  • Assist the Snow Park Manager in procurement of Snow Park equipment to ensure sufficient stocks are available at all times and manages the monthly inventory.
  • Assist in any emergency or evacuation of any guests and coordinate in case of first aid needs.
  • Take part in the preparation and implementation of the training plan for all new Snow Play Supervisors.
  • Supervise events (Snow Man Challenge, Fun Hunt etc.) and ensure health and safety standards are maintained at all times.
  • Handle guest complaints, queries and security issues, advise the Duty Manager on removal of unwanted guests and escalate appropriately.
  • Assist in the recruitment process for all Snow Park staff.
  • Directly manage the “Artist” and liaise closely with Marketing and all Ski Dubai departments to ensure the requests meet operational requirements.
  • Review and follow up on daily maintenance issues and coordinate with Enova.
  • Keep your workplace safe, clean and presentable at all times; manage the cleanco team effectively to ensure the highest standards of cleanliness at all times.
  • Review the daily financial figures using the flash report to keep a track of the daily numbers, both guests and revenue.
  • When required draw up schedules for the Snow Park team and assist in HR related paperwork.
  • Maintain and organize the uniform for the Snow Park team.
  • Communicate with the Grooming team to ensure the Snow Park is correctly maintained.
  • Ensure you remain presentable, shaved, well-groomed and in full uniform at all times during working hours.
  • Perform any other reasonable tasks as requested by your direct Manager / Duty Manager.

Personal Characteristics and Required Background:

Skillset (job specific technical skills and behavioral competencies needed)

  • Fluent in English.
  • Flexibility in terms of working hours.
  • Good communication skills.
  • Supervisory skills
  • Team Player
  • First Aid awareness.
  • Health & Safety awareness.
  • Minimal computer skills ( Excel / Word )
  • Customer service orientated
  • Lively, fun outgoing personality