Customer Service Manager | AlFuttaim Real Estate | Emirati Talent Al Futtaim Private Company (LLC)

• 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.