GUEST RELATIONS OFFICER – Emaar Malls PJSC

GUEST RELATIONS OFFICER

Emaar Malls PJSC Dubai, UAE Posted 2020/12/02 07:59:17 Expires 2021-01-01 Ref: JB1100004169

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Job Description

Emirates National Standards Classification of Occupations

ABOUT THE COMPANY

Emaar Properties is one of the world’s most admired and valuable real estate development companies. With proven competencies in properties, shopping malls & retail and hospitality & leisure, Emaar shapes new lifestyles with a focus on design excellence, build quality and timely delivery.

Located in the heart of the prestigious Downtown Dubai, is The Dubai Mall, the world’s largest and most-visited retail and entertainment destination. With over 1,300 stores including 200 dining outlets, The Dubai Mall offers an unparalleled retail mix combined with world-class dining, leisure and entertainment attractions. The mall’s high-end precinct Fashion Avenue positions The Dubai Mall as the hub of luxury for the region.

ABOUT THE FUNCTION

This function is responsible to ensure high level of guest services to the guests of Emaar Malls in accordance with the established Emaar standards. Drive a greater guest satisfaction and must add value to the Guest Services Department.

WHAT YOU WILL NEED TO SUCCEED

  • 0-2 years Customer/Guest Service experience gained preferably in a hospitality or retail environment
  • 6 months of regional/local Customer/Guest Service experience gained preferably in a hospitality or retail environment
  • bachelors or

  • Diploma from a recognized University/College
  • Basic English Communication Skill required
  • Speaks other language ex: Arabic, Mandarin, Russian, Spanish, French – would be added advantage
  • Basic Computer Skills required
  • dRIVEN CULTURE

PERFORMANCE; WHAT WILL YOU BE MEASURED AGAINST

  • Providing exceptional service, resulting in positive customer experience.
  • Welcome guests as they enter The Dubai Mall as per predefined Guest Services standard greeting.
  • Provides customers with high level of customer service to achieve guest satisfaction level via professionalism and timely response, product willingness and knowledge to help in accordance with define SLAs.
  • Accompanies VIP guests while carrying out The Dubai Mall standards in terms of confidentiality and professionalism.
  • Manage TDM hired items:
  • Ensures all transactions of TDM services are captured in the operational system.
  • Ensures all hired items are in proper physical working conditions.
  • Ensures the cleanliness of hired items.
  • Manage Emaar Gift Card:
  • Ensures EGC POS terminal in working condition.
  • Compliance with the set Terms & Conditions of EGC partners.
  • validates and

  • Enters all necessary information of the purchaser as per Central Bank guidelines.
  • Ensures & validates a proper activation of EGC after successful cash/credit sale transactions.
  • Awareness of any ongoing/upcoming events/promotions, facilities within TDM, correspondences related to Guest Services to serve customers accurately.
  • Escalates customers’ feedbacks/concerns to Guest Service leaders
  • Attend team meetings and raise any suggestions for an added value to the department proactively.
  • Ensures positive communication between Guest Services and other department.
  • Completes assigned tasks within given deadlines.
  • Adherence to The Dubai Mall Guest Services code of conduct, service Health and charter, Security and safety procedures.

COMPETENCIES

·         Put Customer First

·         Drive for Results

·         Learning

·         Resilience

·         Adaptability

WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. The base is formed by it of how we serve our customers, how we speak with one another, and the way we move in every decision we make forward. In short, it is the essence of who we are and how we communicate. 

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, experiences and services.

Ownership Mindset

No detail is small too, no challenge is big and no ambition is too great too. We drive effectiveness and efficiency into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt and have the willpower quickly, skills, passion and knowledge needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, warriors and superhumans. We are a united team of great pooled talent that dream big and act quickly, with high positivity and energy.

Adaptability

We keep up with the right times, challenging and disrupting the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop services and products that reflect the future.

Skills

  • 0-2 years Customer/Guest Service experience gained preferably in a hospitality or retail environment
  • 6 months of regional/local Customer/Guest Service experience gained preferably in a hospitality or retail environment
  • Diploma or Bachelors from a recognized University/College
  • Basic English Communication Skill required
  • Speaks other language ex: Arabic, Mandarin, Russian, Spanish, French – would be added advantage
  • Basic Computer Skills required

Sub Job Title

The Dubai Mall – Guest Services

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Job Details

Dubai, UAE

Customer Service

Employer (Semi Government -Federal)

Customer Service and Call Center

2021-01-03

1

Preferred Candidate

Career Level Entry Level

Years of Experience Min: 0 Max: 2

Gender Male

Degree High school or equivalent

About This Entity

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WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate. 

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.

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