Job Description
To ensure a smooth and efficient operation in the Commercial Department in relation to the Company Core Process; thus, directly impacting the delivery of the experience.
This position manages assigned Outlet and Carts operations across Retail Zones by communicating and reviewing financial and guest satisfaction performance, approving schedules, maintaining health and safety standards, managing costs, and developing Assistant Managers. Assists Retail Operations Managers with projects and tasks.
Job Scope:
- Displays a friendly, helpful, and cheerful attitude while communicating effectively with our Guests and fellow Colleagues in order to support Farah Strategy and Values
- Always represent and promote Farah in a positive manner in order to maintain a professional brand image to all concerned stakeholders
- Assists the team achieve Department and Company objectives, action plans and key performance indicators
- Enforce and adhere to all UAE laws, Health, Safety & Environmental policies, industry and company rules and regulations, reporting any safety concerns or incidents to management in order to minimize risk and maintain a clean safe and hygienic environment for all Guests and Colleagues
- Engages each Guest as a unique individual and listen attentively to their requests
- Adhere to all emergency procedures, ensuring Guest safety and participate in an evacuation if necessary
- Maintains a safe and healthy working environment that is compliant with local regulations best practices
- Maximizes revenue and profitability of the Retail Zones
- Implements systems and procedures that achieve high-cost efficiency and guest satisfactions score
- Listens actively and responds to the Guest feedback as well as periodically review Guest Satisfaction results and trends, in order to continuously improve and exceed our Guest expectations
- Recruits, trains and develops a team which passionately delivers Guests service excellence
- Review and monitors daily Retail operational and revenue reports
- Communicates new or amended procedures within the department in order to keep the outlets updated with changes
- Conducts performance appraisals for Assistant Managers / Team Leaders in order to provide on the job performance feedback, and identify development needs and career progression
- Creates and implements standard operating procedures in order to exceed the operational requirements and ensure Guests receive the highest standards of quality and service
- Attend learning and development programs in order to promote personal and career growth
- Creates and implements forms, checklists and polices for the department
- Provides assistance for internal and external events when needed, and to assist in the preparations of facilities for special functions, themed evenings, etc. in order to contribute to the success of the Company
- Manages emergency situations that may arise in order to minimize possible damage, loss or injury to any Guests, Colleagues or Company property
- Continually seek methods to control operating costs and Prioritize tasks and projects according to their relative urgency and importance
- Manages Assistant Managers / Team Leaders and their respective front-line Colleagues
- Reviews schedules and attendance tracking
- Delivers Retail Operations job specific training and competency testing to Colleagues or nominate them for training in order to equip them with the necessary skills, knowledge and attitude to perform their job effectively
- Coaches and disciplines direct reports in a fair and consistent manner in order to motivate and improve performance and identifies and encourages Colleagues to take up development opportunities and maximize their potential
- Openly communicate appropriate and useful information through various channels to include department meetings, briefings, and emails
- Ensures their area meets financial targets as set by their departmental manager, through tracking expenditures and data analysis
- Reviews and manages Retail inventory, ordering and stocking
- Participate in daily operations alongside their colleagues setting a positive example
- Performs other duties as assigned by the leadership teams
As an ideal candidate, you must have:
Essential:
- Higher Diploma/Bachelor’s Degree
- 3 years’ experience in the Retail industry or related professional area
- Minimum of 1 year Retail experience with a positive track record of managing zones / multi-stores
- Experience in leading, managing and motivating 10 or more direct reports
- Product performance and P&L analytics
- High levels of respect and integrity
- Excellent organizational skills
- Excellent verbal communication skills
- Possess good leadership, customer service and motivational skills
- A very detail-orientated and hardworking team player
- Good analytical thinking / problem solving
- Enthusiastic, dynamic and able to deliver results under pressure
- Knowledge of Retail Operations
- Ability to develop good working relationships with Colleagues and management
Desirable:
- Diploma in relevant subject or related education
- Previous experience in a Leisure Facility / Industry
- Ability to develop good working relationships with suppliers
- Visual Merchandizing & Vending operations
