This role holder will assume responsibility for and ensure the efficient operation and delivery of hard and soft services consisting of Security, Safety, Traffic, car parking management, Housekeeping, pest controlling, waste management & Engineering services for Dubai Festival City Mall.
Reporting to the Assistant General Manager – Dubai Festival City Mall and having 4 direct reports in his/her team this person will be responsible for:
Financials with the preparation of budget for staff, consumables, tools, cap expenditure and contract cost based on analysis of historical costs and projected expenditure.
Hard & Soft Service Management including the management of planned, reactive and incidental works delivery for security, safety, traffic, housekeeping, waste management and pest control. Responsible for implementing soft services plan for festival centre by directing team in routine and scheduled jobs; ensuring compliance to set standards and carrying out regular inspection, with the objective of enforcing adherence to safety standards and customer satisfaction with in allotted budget. Management of air conditioning district cooling maintenance and operations.
Contract Management, by being responsible for establishing SLAs and KPIs of the outsourced contractors and track performance levels of the contractor providing soft services against set KPIs and SLAs by routinely assessing performance against checklist, identifying defaults or shortcomings in service levels, and based on same prepare necessary report for management.
Supply Chain Management, with daily management of sub-contractors, consumables and equipments; responsible for tender procedure to ensure probity; Responsible for implementation and monitoring of sub-contractor performance. Inventory management of DFC owned spares. Ensure best value management techniques with in contracts. Development of contract delivery strategy, providing demonstrable operational benefits.
Asset Management, which includes negotiating and recommending procurement of capital equipments according to the operations need. Ensuring new assets being brought into operations are entered onto pre-planned maintenance program and subject to QA procedures
Staff Management, mainly responsibility for management of the staff recruitment, selection, training/ development and succession planning as required for In-House and managing the outsourced contracting Supervisors and staff Approximately 215
Service Standards to implement expected service standards to the staff and monitors them in terms of personal grooming, hygiene levels, communication skills and the service offered to guest with the objective of superior guest experience and ensuring that they appropriately representative of the staff standards of the Festival Centre. Arrange necessary training to maintain / improve standards. Co-ordinate with DFC management, Al Futtaim training centre and external agencies to meet the requirement
Emergency and Crisis Management with responsibility for ensuring that the security staff are trained to recognize and follow procedures related to any crisis and emergency, as well as ensure that the Crisis Management Team are informed within the specified time period in the case of any such event, so as to effectively manage and control the situation. Conducting regular evacuation & Emergency drills in conjunction with GM, Civil Defense & Police.
Traffic & Car Parking Management with responsibility for the traffic management within the periphery of the Festival Centre, by implementing the strategy related to traffic management including placement of staff to direct traffic; monitoring the safety of pedestrian crossings; maintaining easy accessibility to car parks; overseeing the availability of taxis for customers and directing its movement, with the objective of maintaining accessibility to the various entrance points and minimizing possibility of accidents, or traffic chaos as a result of traffic jams and bottle necks. Manage 8000 plus car parks through In-house/ contracting team for providing the best customer experience
Event Management, management of site wide signage plan and installation. To plan & manage Traffic, Security, housekeeping & Parking execution during events. Coordination with City Management, Police, Civil Defense
Housekeeping Inventory Management, Orders, receives, inspects and stores equipment, spare parts and consumables, merchandise commodities, material and/or supplies with the objective of maintaining costs within budget as well as ensuring that there is no stock out situation at any point of time which can lead to inconvenience for the customer. Identify and develop vendor base, with the objective of getting the best prices and quality from selected vendors
Coordination with Local Authorities: Coordinate with Police, Civil Defense, and Dubai Municipality & City management for site wide requirement.
Coordination with Development: Coordinate with development team for the ongoing construction cleaning, pest controlling & Security Management. Maintain clean & Safe Mall in spite of ongoing construction activities without any break to customer experience.
Coordination with Tenants: Responsible for the coordination with tenants for back of the house facilities, Trash disposal, pest control, Safety & Security issues. This includes coordinating hygiene requirement for F & B outlets
Reporting, to prepare routine and ad hoc reports, with the objective of keeping the management informed about all issues relating to operations of mall and taking necessary action thereof. Prepare monthly financial analysis for operations for the Retail Operation monthly reports