Required Knowledge, Skills, and Abilities
Implement the Customer Value Proposition and the customer experience at important touchpoints and facilities in the customer�s journey from arrival at the front entrance, transport, switchboard, retail interaction; and food and beverage (where relevant) offerings throughout the operation.
Conduct shift briefings and handovers and communicate objectives and promotions to the diverse teams and key stakeholders to ensure optimal execution and synergy throughout the experience.
Collaborate with marketing to develop and execute promotions and initiatives to enhance the customer experience.
Compile plans and manage the execution of any new projects and offerings across the operation.
Facilitate and be available to ensure the overall smooth running of events, shows, entertainment, promotions, etc. including traffic control, set-ups, troubleshooting in various areas.
Be available on the floor and interact with customers to build relationships, understand expectations and provide a hospitable experience for customers
Oversees staff appearance and front of house appearance/functioning of equipment and systems.
Maintain Operational standards across the property (e.g., housekeeping, maintenance, etc)
Follows up on any maintenance/technical equipment fault logging with the technical departments until resolution.
Ensure the collateral in public areas is professionally presented
Act as a Manager on Duty for all guest queries/concerns and resolve these efficiently and professionally.
Collaborate with tenants and service providers to review standard operating procedures and service level agreements to be achieved.
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
Conduct weekly walkabouts of all front of house and back of house areas to monitor SHE and standards compliance.
Monitor compliance of tenants and outlets with regards to Fire, Health, Safety and Security regulations in line with SHE standards.
Complete shift report.
