Customer Service Manager | AlFuttaim Real Estate | Emirati Talent

**Overview Of The Role:** * 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. **What You Will Do:** 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. * Develop monthly experience dashboards to track performance and progress. * Present actionable insights to senior leadership for strategic decision making. Financial \& Operational Management * Oversee valet revenue targets and ensure financial goals are met. * Manage operating budgets to maintain financial health. * Optimize manpower planning for efficient service delivery. * Ensure timely processing of quotations, LPOs, and invoices to support operational management. **Required Skills To Be Successful:** * Hospitality Operations * Service Design \& Journey Mapping * Customer Experience Strategy * Budget \& Financial Management **What Qualifies You For The Role:** * Bachelor's Degree in Hospitality Management, Business Administration, or related field. * Professional certification in Customer Experience or Hospitality is preferred. * 7\-10 years of experience in hospitality, luxury retail, or premium mall management. * Minimum 3\-5 years in a managerial leadership role, preferably in hotel operations or luxury guest services.