Date: 24-Jan-2019

Location: The Dubai Mall Management Offi, United Arab Emirates, AE

Company: EMAAR

Job Function: Customer Service

Business Unit: Emaar Entertainment L.L.C.

Job Purpose:

The job holder, role plays professions and jobs of the different establishments according to pre-established scripts and standard operating procedures, interacts with visitors and ensures them an outstanding experience


Key Accountabilities:

  • Attends regular briefings, follows biometric rules and is interactive and updates with current information
  • Ensures the opening and closing checklists of the establishment are legibly completed, any revisions implemented,  variances reported and performs the activity according to the script
  • Guides customers and maintains protocols when dealing with VIP guests
  • Acts as the ambassador of the brand for the establishment represented
  • Reconciles KidZos transactions accurately at the end of shift in compliance with the policy
  • Maintains highest grooming standards and follows process flow for uniforms
  • Coordinates on the daily inventory of consumables and supplies for the establishment and report any lack of stocks
  • Sets-up establishment with materials, accessories, uniforms prior to opening time and ensures that the assigned establishment is clean at all times
  • Guides and supports new joiners in their performance delivery to meet the required standards
  • Report any incidents, complaints, failures, shortage of materials, media or legal queries to the Coordinator immediately
  • Keeps control of visitor attendance manually in case of system failure and aims to achieve attendance targets for the establishment
  • Performs additional tasks when instructed by Coordinators from time to time
  • Deals with guests in a polite and courteous manner and answers all queries in a professional manner


Adherence to Policies and Procedures:

  • Behaves in line with the Code of Conduct Policy and adheres to the applicable company policies and procedures


Job Context:

  • The job holder has regular customer interaction, works closely with the Coordinator and the team in achieving the overall department objectives of customer satisfaction



  • School completion + 1year certificate course/diploma



  • Minimum 3 years of experience in relevant field.
  • Experience in operations and/or customer service would be a plus.



  • Good English language skills required. Arabic language preferred.
  • Good organizational skills and ability to multi-task.
  • Good computer skills / knowledge of MS Office required.
  • Has a charismatic approach towards the job
  • Shows continuous interest and enthusiasm in performing the activity
  • Patient and kind towards customers
  • Suggests improvements
  • Aims towards ensuring excellent customer satisfaction with minimum lapses