Job Description

Key Responsibilities:

Shift Leadership & Floor Management

Conduct

pre-shift (morning) and closing briefings

to align team members with daily goals, updates, and SOP reminders (e.g. promotions, VIP guests, maintenance issues, hygiene checks). Assign specific roles and responsibilities to staff, ensuring proper rotation and fair workload distribution. Monitor floor conditions during the shift and proactively reallocate staff if traffic levels or priorities shift. Lead by example by being actively present during peak hours and transitions.

Staff Performance Monitoring & Coaching

Observe team members throughout the day to assess professional behavior, engagement, and task execution. Provide on-the-spot coaching and feedback when performance issues arise (e.g. slow guest handling, weak upselling, inattentiveness). Escalate serious concerns or disciplinary issues to the Operations Manager with clear context and documentation. Recognize and encourage top-performing team members to boost morale and productivity.

Guest Interaction & Issue Resolution

Act as the first point of escalation for guest complaints, feedback, or special requests. Resolve real-time concerns efficiently and with empathy, keeping guest satisfaction at the core. Report VIP visits or sensitive situations (e.g. guest injury, lost items) to the Operations Manager immediately. Help the team recover service during delays, technical issues, or sudden crowding.

Operational, Safety & Compliance Support

Support the execution of daily and weekly stock checks in your assigned zone (e.g. cafe stock, gallery props, merchandise). Ensure your zone adheres to all safety and cleanliness standards (e.g. hazard signage, team hygiene, clear pathways). Enforce compliance with UAE food safety, hygiene, and municipality regulations (e.g. staff hygiene checks, food storage procedures, temperature logs, waste segregation). Conduct checklist reviews with the team (opening, closing, safety, hygiene) to ensure standards are consistently met. Participate in regular safety drills, equipment checks, and operational readiness routines. Maintain proper documentation, including hygiene records, cleaning checklists, and compliance logs, ready for audit. Keep logs or handover notes updated for the next shift or department handover.

Scheduling & Compliance

Support staff scheduling in line with UAE labor guidelines (e.g. maximum working hours, mandatory breaks, weekly days off). Align roster planning with operational needs, peak hours, and forecasted visitor traffic. Ensure adequate coverage across all functions without overburdening team members. Assist the Assistant Operations Manager in monitoring attendance, punctuality, and leave requests.

Incident Reporting & Escalation

Document all incidents (e.g. guest injury, staff accidents, technical failures, safety violations) using the standard reporting system. Ensure reports are complete, accurate, and submitted promptly. Trigger automated escalation of incident reports to the designated manager(s) and senior management via the communication system. Follow up on pending incidents and corrective actions, ensuring accountability and timely resolution.

Operational Performance Contribution

Provide shift-level data, observations, and reports to assist with monthly operational performance reviews. Highlight recurring issues, staff performance trends, and guest feedback to support management in analysis. Recommend improvements to processes, staffing, or training based on recurring shift challenges. Ensure all checklists, logs, and compliance documents are properly filed for inclusion in monthly audits and operational analysis.
Job Type: Full-time