Customer Service Officer

Supervise the team in the snow park.  Ensures the daily operation, maintenance and safety in the snow park.  Ensure highest customer service at all times.

Job Details – Key Responsibilities and Accountabilities:

• Follow all policies and procedures as outlined in the Snow Park SOP. 
• Deliver exceptional customer service at all times. 
• Ensure the day to day Snow Park operation is managed effectively, closely overseeing the Snow Park Team Leaders to ensure their key tasks are met.
• When required manage the day to day operation, ensuring rotations, breaks and lunches are organized as set out in the Snow Park SOP.
• Ensure proficient up to date knowledge of Ski Dubai products, promotions and services. 
• Perform suggestive selling (up-selling strategy), advise and assist guests with sales and bookings. 
• Assist in the review of departmental risk assessments and SOP updates.
• Assist the Snow Park Manager in procurement of Snow Park equipment to ensure sufficient stocks are available at all times and manages the monthly inventory.
• Assist in any emergency or evacuation of any guests and coordinate in case of first aid needs.
• Take part in the preparation and implementation of the training plan for all new Snow Play Supervisors.
• Supervise events (Snow Man Challenge, Fun Hunt etc.) and ensure health and safety standards are maintained at all times.
• Handle guest complaints, queries and security issues, advise the Duty Manager on removal of unwanted guests and escalate appropriately.
• Assist in the recruitment process for all Snow Park staff.
• Directly manage the “Artist” and liaise closely with Marketing and all Ski Dubai departments to ensure the requests meet operational requirements.
• Review and follow up on daily maintenance issues and coordinate with Enova.
• Keep your workplace safe, clean and presentable at all times; manage the cleanco team effectively to ensure the highest standards of cleanliness at all times.
• Review the daily financial figures using the flash report to keep a track of the daily numbers, both guests and revenue.
• When required draw up schedules for the Snow Park team and assist in HR related paperwork.
• Maintain and organize the uniform for the Snow Park team.
• Communicate with the Grooming team to ensure the Snow Park is correctly maintained.
• Ensure you remain presentable, shaved, well-groomed and in full uniform at all times during working hours. 
• Perform any other reasonable tasks as requested by your direct Manager / Duty Manager.

Personal Characteristics and Required Background:

Skillset (job specific technical skills and behavioral competencies needed)

• Fluent in English.
• Flexibility in terms of working hours.
• Good communication skills.
• Supervisory skills
• Team Player
• First Aid awareness.
• Health & Safety awareness.
• Minimal computer skills ( Excel / Word )
• Customer service orientated
• Lively, fun outgoing personality