Operations Team Leader Qasr Al Watan (UAE National)

Overview

JOB OVERVIEW : This is a guest facing role which ensures that all guests who visit our leisure facilities enter the palace with ease and are provided with exceptional guest care. The role impacts the opening, daily operation and closing of the leisure facility. The role is instrumental in creating smiles for guests and colleagues, while protecting and supporting operations and guest relations. This position oversees the guest services and retail operations as part of the operations team.

Job Scope

• Develop Operations Associates to provide outstanding service through daily supervision of operations.
• Manage a team of front line colleagues, including on the job training, daily attendance, grooming, coaching, appraisals and personal development plans.
• Engender a culture of positivity and teamwork within the department, across all levels.
• Supervise opening and closing of guest services and retail areas as appropriate.
• Schedule breaks and rotate colleagues to ensure position coverage, productivity and colleague well-being.
• Train colleagues in the safe operation of equipment and adherence to departmental policies and procedures.
• Coach and discipline colleagues fairly to motivate and improve performance.
• Conduct timely, fair and constructive performance appraisals to promote personal and career growth.
• Ensure safety rules and procedures are followed at all times.
• Ensure policies, procedures and performance standards are followed; maintain a clean and safe operating environment and raise deficiencies to management.
• Ensure departmental checklists are completed; follow up on required actions and file forms / records appropriately.
• Mediates between frontline colleagues and management to address complaints and dissatisfaction.
• Handle internal or external requests beyond frontline scope.
• Update lost & found inventories and prepare items for distribution when necessary.
• Train colleagues on promotions / discounts programs and upsell to meet related goals.
• Conduct communications briefings and training as required.
• Utilize BOS and other reporting tools (e.g., Microsoft Excel) to track attendance and staff performance.
• Address guest concerns courteously and provide service recovery as needed.
• Improve existing sales strategies to boost guided tour and merchandise sales.
• Assist in scheduled stock takes and external revenue-generating events.
• Monitor brand standards and maintain product displays; manage stock levels and inventory movements.
• Coordinate transfers from warehouse to outlets and ensure outlets have sufficient stock.
• Follow up with warehouse on pending orders / items; post internal requisitions and transfer items via the EATEC system.
• Conduct scheduled spot checks and physical inventory; transfer stocks between outlets as required.
• Label pricing for new arrivals and damaged tags; manage shelf displays in back-of-house areas.
• Daily follow up on ordering needs for every outlet; perform Operations Associate tasks and other related duties as assigned.

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