AF24415 - Senior Manager Operations | Dubai Festival City | Al Futtaim Group Real Estate | Dubai

Department: Dubai Festival City
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 11-Sep-2016

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.

Real Estate

Al-Futtaim Group Real Estate (AFGRE) is responsible for the development and operations of Al-Futtaim’s real estate businesses across the Middle East and North Africa which includes:

Dubai Festival City, a 520 hectare waterfront mixed use community, opened in 2005.

Cairo Festival City, a 290 hectare mixed use development, opened in DeceMDer 2013. .

Doha Festival City, comprising 433,847 sq m (land) + 250,000 sq m (GLA), IKEA opened in March 2013.

Under Development:

  • Al Diriyah Festival City, Riyadh, Saudi Arabia: 260,000 sq m
  • Muscat Festival City, Oman: 100,000 sq m
  • Casablanca Festival City, Morocco: 120,000 sq m

DFC City Management

Dubai Festival City is a 1300 acre, premier waterfront urban community that has been designed to capture the ground breaking 21st Century spirit of Dubai. It offers a rich and vibrant living experience that interconnects the finest, easily accessible:

  • Shopping - Festival Centre
  • Dining - largest F&B offering in Dubai
  • Entertainment &Leisure
  • Residential Community - Villas, apartments &duplexes
  • Schools - Two international schools
  • Hospitality - InterContinental and Crowne Plaza Hotels
  • Commercial Offices
  • Automotive
  • Infrastructure
  • 24/7 City Management

An established creekside mixed use destination, developed by Al-Futtaim Group Real Estate (AFGRE), Dubai Festival City offers an unrivalled community lifestyle with modern luxury, comfort and convenience. Dubai Festival City is formed by three distinctive districts; Marsa Al Khor, Festival Centre and Al Badia which are connected by an impressive 30 kilometre internal road network and a wide creekside promenade.

Distinctive residential communities will provide homes to over 50,000 residents living in 20,000 apartments, townhouses and villas. All residential areas are available for sale and lease for individuals and wealth funds. For more information, click here. In addition, 50,000 office personnel will work daily at Dubai Festival City. For more information on office leasing available at Dubai Festival City, click here

With easy access via the 13 lane Business Bay Crossing, Airport Tunnel and the 12 lane Garhoud Bridge, and situated only two kilometres from Dubai International Airport, Dubai Festival City’s unique waterfront setting will deliver vibrancy and a sense of place to Dubai’s landscape.

About the Position:

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







About You:

The minimum requirements for this role are a University Degree in any discipline and it is essential that candidates are Bilingual (fluent in English and Arabic). This should be coupled with 5-7 years relevant experience in a shopping centre/mall/hotel especially with some background in Civil Defense Service would be highly advantageous.

Note: you will be required to attach the following: 1. Resume/CV
2. Passport-size photograph
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.