Experience

Mall of Qatar

• Qatar
• Retail
• 1 - 100 Employee

• Director Of Operations

  • Jul 2020 - Present

• Senior Operations & Facilities Manager

  • Feb 2020 - Jul 2020



Al-Futtaim Malls

• United Arab Emirates
• Real Estate
• 1 - 100 Employee

• Operations Manager (Security, Health & Safety, Customer Service & Government Relations Manger)

  • Feb 2018 - Feb 2020

  Responsible for monitoring and continually improving standards of performance and quality within the mall operations.  Supervise and manage shopping mall operations including property management, tenant management, customer service, contract services such as Security, maintenance...  Ensuring smooth day-to-day functioning of the shopping mall, facilitating good environment for retailer’s business activity and pleasant shopping environment for customers.  Delivering quality standards of service in line with the business objectives whilst maintaining the Security, HSE, Valet Service, Customer Service & public relations departments’ budgets of the year.  Earning cordial relationship with the Ministries, Municipality, and Local Authorities for the efficient response and support.  Being competitive and promote innovative ideas by launching new services, initiatives and benchmarking the services provided in local and international markets.  Lead and manage the internal training program to Duty Managers, Customer Service, Security, hard and soft FM teams including service providers.  Streamline policies and procedures for Security, CS, HSE through the update of the departments' guidelines and procedures such us, CS guidelines, ERP, Crisis Management, Risk Assessments, Permit To Work System etc.  Develop ways to elevate customer service and continuously adapt to customers’ growing demands.  Establish and implement departmental policies, objectives, and procedures.  Managing a team of approximately 190 employees in a busy work environment

• Security Manager

  • May 2017 - Feb 2018

  Managed a team of 126 employees including 8 supervisors.  Managed Security department and its resources efficiently to meet the mall management objectives and its vision.  Plan, direct, and oversee implementation of comprehensive security systems for protection of individuals and the business  Analyze data of internal operations and plans and direct installation of electronic security systems, such as closed-circuit surveillance, entry controls, alarms systems etc.  Prepare security plans & manage all the mall events enforcing its successful implementation. Traffic, Parking execution. Coordination with Police, Civil Defense etc.  Build of strong affiliation with local authorities and strength the relationship ensuring it reflects with positive feedback.  Evaluation the security team and service provider's performance, ensuring excellent standard service delivery.  Review and oversee the safe system of work and make necessary changes to update the process positively.  Review & constantly update evacuation procedures in line with QCD requirements. Carry out drills and maintain the recordings. Communicate findings with the management and all other departments.



Emaar

• United Arab Emirates
• Real Estate
• 700 & Above Employee

• Senior Supervisor (Operations) acting Assistant Manager

  • May 2014 - Apr 2017

  Assist the manager in organizing, planning and implementing department’s strategy.  Assist the line manager on delivering projects such as yearly budgeting report and upgrading the department efficiency  Responsible for achieving department’s KPIs and MBOs Monitor operating costs, budgets and resources and drive recruitment process and training & development  Maintain quality service by analyzing and resolving floor operations’ challenges and issues.  Ensure effective communication with the Mall management departments such us Retail Relationship, Marketing, Specialty Leasing and other departments.  Organize and attend Mall events such as Celebrities conferences, seminars, receptions and exhibitions  Prepare, manage and escort Top World VIPs requirements to ensure high-end experience.

• Guest Services Supervisor

  • Nov 2009 - May 2014

  Lead and manage the guest services team & develop department procedures.  Manage employees and team performance, provide new employee orientation, coach & provide adequate training for employees.  Evaluate, counsel and motivate employees.  Investigate complaints or performance concerns and implement disciplinary action as needed and in consultation with appointed authority.  Maintain quality service by establishing and enforcing organization standards.  Delegate tasks and assist the team by performing the tasks with them.  Provide information by compiling, initiating, sorting, and analyzing performance records and data.



La Votre Restaurants & Bakery

• Casablanca Prefecture, Morocco

• Operations Manager

  • Feb 2005 - Aug 2009

  Prepare business activity plan for the restaurant in conjunction with the head of business. Participate in preparation of the restaurant and patisserie strategic plan, marketing plan and goals program. Plan sales awareness programs within the Restaurant to maximize sales opportunities. Ensure that adequate funds and resources are available for smooth operations. Maintain high level of public relations and participate in effective communications. Present the profit and loss to the top management. Staff recruitment, assessment and training