Global Operations Lead / Head Of Operations Uae & Oman
Dubai, United Arab Emirates
Job Description
Job Purpose Overview This position is responsible for the Meeting Point Service Delivery, In-Destination Sales and all Guest-facing activities. The scope of the role is Reservations & bookings, Operations planning, Service delivery, In-destination sales, Quality control, Customer feedback and Emergency response. This role has dual responsibility:
- as part of the DMC Centre of Competence (COC) it is responsible globally to lead standardization, best practice, transformation and overall business excellence for Guest-facing activities across our destinations; and
- as Head of Operations in Meeting Point UAE / Oman it is responsible to plan, supervise and control the DMC\xe2\x80\x99s operations in order to operating capabilities and employ strategies to maximize Guest satisfaction
- Hands-on leadership of the entire day-to-day operations work and in-destination guest services including service delivery, reservations, in-destination sales, transfers & transportation
- Measures effectiveness, efficiency and profitability of operational processes both internally and externally and delivers process improvement
- Ensures activities comply with the organizational requirements for quality and safety, including handling crisis management situations
- Ensures high level of guest experience through that brand exposure, colleague training, uniforms and service levels
- Analyses guest feedback to identify service recovery and potential process improvement
- Planning, developing and executing strategies for maximizing in-destination sales
- Manages relationships with partners/vendors
- Trains, motivates, coaches, develops and manages direct reports
- Contributes to the formulation of annual budgets. Is accountable to achieve Operations budget
- Chairs the Meeting Point International Operations Function Committee as Global Operations Lead to deliver the following:
- Alignment of in-destination sales strategies and procedures
- Optimization and standardization of MPI Service Delivery around exceptional customer service, including setting training standards
- Driving service excellence in line with Meeting Point standards
- Driving resourcing efficiency across Meeting Point destinations including opportunities for cross-utilization between destinations
- Driving standardization across activities, including in customer feedback management
- Identification of best practices and establishment of Meeting Point Operations standards
- Defining IT and digitalization requirements as part of an end-to-end digital operating model
- Delivering strategic projects in the area of Operations and contributing to x-functional initiatives
- Develops, implements and maintains the following:
- Incident Management procedures
- Global Fleet management and Compliance Standards
- Standard quality control principles & mechanisms
- Common guest & staff Health & Safety procedures & standards
- Point of Sale and cash handling procedures & standards
- Supplier invoicing procedures
- Is aware of innovation trends within the Operations technology space globally
- Drives transformation and strategic initiatives across DMC destinations in line with Company Strategy
- Champions the transformation towards a digital operating model
- Acts as Business Process Owner for Operations IT requirements and system applications
- BA degree or higher
Minimum 10 years\xe2\x80\x99 experience within the leisure, travel and tourism industry with experience managing collaborative and remote cross-cultural teams - At least 5 years of work experience in tourism ground handling services management and a leadership role, as well as in possession of a sound knowledge of the local tourism industry
- Track record in improving Operations and Service related KPIs
- Successful execution of high impact, cross-functional transformation projects from ideation to implementation, ideally obtained through prior Management Consulting experience
- Fluency in written and spoken English is essential; knowledge of any other languages is a plus
- A strong influencer and motivator with advanced interpersonal skills
- Positive, highly motivated, analytical and results-oriented
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Job Detail
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Job IdJD1556780
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned