Job description
Overview Of the Role:
The Assistant Operations Manager supports the day-to-day operational excellence of Dubai Festival City Mall and Marsa Boulevard, with a primary focus on Soft and Hard Facilities Management, contract performance, project coordination, and frontline operational representation.
The role acts as a key support function to ensure service quality, safety, asset integrity, customer experience, and stakeholder coordination—particularly during events, weekends, and holidays.
What You Will Do:
1. AMC Performance & FM Contract Management (Soft & Hard FM)
Hard FM (Technical & Asset Management):
- Support the monitoring and performance evaluation of Hard FM AMCs, including MEP systems, HVAC, electrical, plumbing, fire & life safety, BMS, vertical transportation, and specialist systems.
- Assist in reviewing KPI/SLA compliance, service reports, asset coverage, preventive maintenance plans, and corrective actions.
- Support site inspections to verify workmanship quality, response times, and asset performance.
- Identify recurring issues, missed assets, and operational risks, escalating concerns with clear recommendations.
Soft FM (Customer-Facing Services):
- Support the performance management of Soft FM contracts, including cleaning, waste management, pest control, landscaping, security coordination, and concierge-related services.
- Conduct inspections and audits to ensure hospitality-level standards, hygiene, presentation, and customer experience.
- Support service improvement initiatives based on customer feedback, audits, and operational observations.
General Contract Oversight:
- Assist in performance rating exercises, deductions, corrective action tracking, and monthly/quarterly reviews.
- Maintain structured documentation, logs, and follow-ups to support governance and audits.
2. Project Management Support & RFP Coordination
- Support the planning, coordination, and execution of refurbishment projects, minor capital works, and asset lifecycle replacement projects.
- Assist in developing RFPs, scopes of work, technical clarifications, BOQs, and evaluation support in coordination with Procurement and internal stakeholders.
- Support site coordination during project execution, including contractor access, safety compliance, phasing, and operational continuity.
- Monitor project progress against timelines, budgets, and quality expectations.
- Support defect tracking, snagging, and handover documentation.
- Ensure refurbishment works align with operational requirements, customer experience, and asset protection objectives.
3. Marsa Boulevard & Mall Duty Management
- Act as Duty Manager coverage for Dubai Festival City Mall and Marsa Boulevard, particularly during:
- Events
- Weekends
- Public holidays
- Peak trading periods
- Conduct operational inspections and audits covering safety, cleanliness, tenant compliance, and customer experience.
- Represent management on-site, acting as the first point of escalation for operational incidents.
- Coordinate with multiple departments including:
- Security
- Marketing & Events
- Leasing & Retail Delivery
- Hard & Soft FM teams
- External authorities and service providers (as required)
- Support event readiness, operational walkthroughs, and post-event reviews.
- Ensure compliance with mall policies, HSE standards, and operational procedures.
Work Pattern & Shift Requirements (Add as a standalone section)
- This role is shift-based, requiring flexibility to work across rotational shifts.
- Coverage includes weekends, public holidays, evenings, and event days, in line with mall and Marsa Boulevard operational requirements.
- The role requires on-site presence during peak trading periods, major events, and operational escalations to ensure continuity of service, safety, and customer experience.
Skills
What Qualifies You For The Role:
Experience Requirements
- Minimum 2–3 years’ experience in one or more of the following:
- Facilities Management (Soft and/or Hard FM)
- Mall or mixed-use operations
- Operations management
- Project management or coordination
- Hospitality or customer experience-driven environments
- Experience working in live operational environments (malls, hotels, mixed-use developments) is highly preferred.
Qualifications
- Bachelor’s degree in Engineering, Facilities Management, Hospitality Management, Business Administration, or a related field is preferred.
- FM, project management, or hospitality certifications are an advantage but not mandatory.
Job-Specific Skills:
Technical & Professional Skills
- Good understanding of FM operations, service delivery models, and contractor management.
- Basic to intermediate knowledge of MEP systems and soft services operations.
- Strong coordination and follow-up skills across multiple stakeholders.
- Ability to read and support technical scopes, drawings, and project documentation.
- Familiarity with KPIs, SLAs, audits, and operational reporting.
Behavioral & Leadership Skills
- Strong ownership, accountability, and attention to detail.
- Customer-focused mindset with a hospitality-oriented approach.
- Ability to remain calm and decisive during incidents or peak operations.
- Strong communication skills—written and verbal.
- Willingness to work flexible hours, including weekends, nights, and holidays when required.
This job post has been translated by AI and may contain minor differences or errors.
