Customer Service Manager | AlFuttaim Real Estate | Emirati Talent
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Key skills for this role
About the Role
Lead transformation of customer experience with hospitality-grade service standards, oversee guest journey optimization, and manage financial and operational aspects.
Key Skills for This Role
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Overview
- The Customer Service Manager at Dubai Festival City Mall is responsible for leading the transformation of the customer experience into a hospitality-grade, world-class service model. This role champions a hospitality-first culture across all guest-facing functions to ensure every interaction reflects premium service standards. The manager oversees guest journey redesign, concierge innovation, service governance, tenant alignment, and data-driven experience enhancement, positioning the mall as a lifestyle destination rather than merely a retail environment. Success in this role involves visible leadership during peak periods, proactive problem-solving, and measurable improvements in guest satisfaction and loyalty.
Service Culture & Hospitality Mindset
- Develop and implement hospitality-grade service standards.
- Lead cross-functional service training programs across various departments including Security, FM, Housekeeping, Concierge, FOH/BOH.
- Establish service recovery protocols aligned with hotel industry best practices.
- Conduct regular service audits and coaching sessions to ensure standards are met.
Guest Journey Redesign & Optimization
- Oversee full customer journey mapping from arrival to exit.
- Redesign touchpoints such as parking, valet, wayfinding, concierge desks, and family amenities.
- Improve parking flow and first impression experiences.
- Optimize stroller services and accessibility support.
- Implement queue management standards to enhance guest satisfaction.
Concierge & Personalized Guest Services
- Introduce premium concierge offerings, including priority bookings, reservations, meet & greet, and VIP assistance.
- Develop VIP lounge/service concepts for enhanced guest experiences.
- Integrate Blue Rewards to personalize recommendations and enhance member experiences.
- Collaborate with Marketing to create curated guest moments and secure event access for guests.
Experience Leadership On The Floor
- Act as visible Duty Experience Manager during peak hours.
- Maintain active floor presence during weekends, events, and seasonal campaigns.
- Proactively engage with guests and tenants to address issues before escalation.
- Lead coordination meetings during peak periods to ensure service efficiency.
Service Standards, SOPs & Compliance
- Develop and update SOPs for Valet, Concierge, Guest Relations, Taxi, and VIP Services.
- Standardize protocols for cleanliness, scenting, music, ambiance, lighting, and presentation.
- Ensure FM, Security, and Housekeeping meet premium hospitality expectations.
- Conduct regular inspections to ensure quality and compliance with service standards.
Tenant Engagement & Service Alignment
- Conduct joint service workshops and tenant briefings to promote service consistency.
- Implement service scorecards to measure tenant service performance.
- Launch mystery shopper programs across retail and F&B to monitor service levels.
- Share insights and improvement plans with tenants to enhance overall guest experience.
Data-Driven Experience Enhancement
- Analyze footfall data, heatmaps, dwell time, and Blue Rewards insights to refine guest experience.
- Monitor complaint trends and implement corrective actions accordingly
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