Job Description

Key Responsibilities

Team Leadership & Supervision:

Supervise and manage the daily operations of the facility, ensuring smooth running and adherence to operational standards. Lead and motivate a team of staff, ensuring they meet customer service standards and performance targets. Provide guidance and support to team members, promoting a culture of teamwork, professionalism, and customer excellence. Conduct regular performance reviews, provide constructive feedback, and coach staff to enhance their skills and ensure continuous improvement.

Customer Experience & Engagement:

Ensure that customers receive an outstanding experience from arrival to departure by maintaining high service standards. Educate customers on the facility's policies and safety protocols, ensuring full compliance during their visit. Handle customer inquiries, complaints, and feedback effectively, ensuring that all issues are resolved in a timely and professional manner.

Facility Operations & Maintenance:

Oversee the operational aspects of the facility, ensuring that all areas are maintained to the highest standards of cleanliness, safety, and efficiency. Conduct regular inspections of the facility, identifying areas for improvement and implementing necessary changes to enhance operations. Ensure all technical elements of the facility are functioning properly and address any maintenance issues promptly.

Health & Safety:

Respond to emergency situations promptly and effectively, ensuring the safety and wellbeing of both customers and staff. Report accidents, incidents, or any unsafe conditions to the Operations Supervisor, and ensure appropriate follow-up actions are taken. Ensure compliance with all local laws and regulations, and implement preventive measures to address safety concerns. Regularly update and enforce safety protocols and guidelines in line with industry standards.

Sales & Business Goals:

Promote a customer-centric culture that drives sales opportunities and maximizes revenue. Work with the team to achieve operational targets and contribute to the overall success of the facility. Assist in promoting marketing campaigns and seasonal offers to encourage customer engagement and sales growth.

Training & Development:

Ensure staff are properly trained in facility operations, safety standards, and customer service. Provide ongoing coaching and development opportunities to enhance team performance and prepare staff for career progression.

Industry Awareness:

Stay updated on developments in the leisure and entertainment industry, including changes in regulations and new trends. Adapt operational procedures and protocols to keep the facility competitive and compliant with industry standards.

Other Duties:

Perform any other duties as assigned by the Operations Supervisor or Manager.

Qualifications & Experience

Experience:

Minimum 2 years of experience in a customer-facing role, preferably in the entertainment, leisure, or sports industry.

Passion:

A strong interest and passion for sports, adrenaline-based activities, and customer service excellence.

Language Skills:

Highly fluent in English (both spoken and written). Bilingual skills are a plus.

Availability:

Willingness to work in shifts, including weekends and public holidays as required.

Professional and Personal Skills

Customer Service:

Exceptional customer service skills, with a strong ability to engage with customers, understand their needs, and deliver a superior experience.

Communication:

Excellent communication and interpersonal skills, with the ability to build rapport and work effectively with diverse teams and customers.

Organizational Ability:

Strong organizational and multitasking abilities, with the ability to prioritize and manage multiple tasks in a fast-paced environment.

Problem-Solving:

Ability to handle difficult situations with tact and diplomacy, resolving issues calmly and professionally.

Leadership:

Proven leadership capabilities with a focus on motivating and inspiring a team to achieve operational and customer service goals.

Attention to Detail:

Strong attention to detail, ensuring all operations meet the highest standards.

What We Offer

Work Environment:

A vibrant, energetic, and supportive workplace that promotes teamwork and professional growth.

Compensation:

A market-competitive salary based on experience.

Benefits:

Standard benefits as per UAE Labor Law
Job Type: Full-time