Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed Sets a positive example for guest relations. Responds to and handles guest problems and complaints. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Strives to improve service performance. Implements the customer recognition/service program, communicating and ensuring the process. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Participates in employee progressive discipline procedures.

Controls daily operations of transportation, concierge and guest service department. Plans, organizes, and directs all guest and employee transportation needs to include actively selling to groups, coordinating off-site parking and shuttle requirements. Evaluates, plans, purchases and maintains all required equipment to include company's fleet of vehicles. Prepares and manages department budget. Maintains and manages vehicle fleet according to state and federal EPA, Department of Transportation, and OSHA regulations to include vehicle registration, airport and city permits, preventive maintenance services and disposition of vehicles from other departments within the company

Building consistency in providing of luxury service at the departments as Concierge, Bell Desk, Valet service, Transportation, Dubai Mall shopping centers. Managing of operational services for both Residences and Hotel of The Dubai Mall. Management of planned, reactive and incidental works delivery for security, safety, traffic, housekeeping, waste management and pest control. Establishment of SLAs and KPIs of the outsourced contractors and track performance levels of the contractor providing soft services against set KPIs and SLAs. Management of sub-contractors, consumable and equipments. Management of assets by negotiations and recommendations for procurement of capital equipments according to the operations need Management of the staff recruitment, selection, training/ development and succession planning Implementation of expected service standards to the staff and monitors them in terms of personal grooming, hygiene levels, communication skills and the service offered to guest with the objective of superior guest experience requirement Preparation of budget for staff, consumable, tools, cap expenditure and contract cost based on analysis of historical costs and projected expenditure Ensure that the security staff and Crisis Management team are trained to recognize and follow procedures related to any crisis and emergency

In addition to Guest Service Manager duties, responsible for providing a warm welcome to new staff members, assisting the new lady or gentleman in the transition to their new position through providing the tools, training and knowledge that they need. Responsible for the continued training and recertification of staff and for communicating and teaching the Ritz Carlton Gold Standards to all employees.

Personal assistance for Government Delegates, Heads of State, Royalty & VIP Guests. Protocol Formalities & Security Issues Supervision of Guest floors in regards to Housekeeping, Front Office, F&B & any service given to guests in their room.