Guest Experience Ops Lead - F&B & Entertainment

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.JOB TITLsROLE SUMMARYThe Supervisor plays a key role in ensuring seamless day-to-day operations across the food, beverage, and entertainment zones, supporting the team in delivering high-energy, guest-focused service. This role drives team performance, maintains operational standards, and upholds brand experience across the assigned site.ROLE PROFILEGuest Experience Leadership: Deliver exceptional, on-brand guest service across games, F&B, and checkouts; resolve complaints professionally and drive upselling and promotions.Service & Brand Standards: Enforce SOPs, brand rituals, grooming, and service quality while monitoring guest feedback (NPS) and leading service recovery.Operational Excellence: Ensure daily cleanliness, functionality, equipment readiness, and compliance through walkthroughs, audits, and checklists.Team Supervision & Coaching: Manage staffing, rotations, briefings, and frontline support; coach, motivate, and develop team members to maximize performance.Financial Control & Compliance: Oversee cash handling, opening/closing procedures, audits, petty cash, contracts, and regulatory requirements.Stock & Inventory Management: Manage stock checks, deliveries, verification, inventory reporting, and discrepancy control.Health, Safety & Compliance (HSE): Promote a strong safety culture, ensure food safety, hygiene, crisis readiness, and legal compliance.Performance & Business Results: Drive KPIs including NPS, spend per head, P&L, audit scores, OHI, OPEX control, and act as a culture ambassador.REQUIREMENTSEducation & Certification: Hospitality Certificate/Diploma with relevant experience; PIC Level 3 certification.Experience: 4–5 years in a high-volume, fast-paced restaurant environment, with 2 years in a supervisoryrole.Ability to stay calm, think clearly, and make sound decisions in demanding situations.Strong analytical, interpersonal, negotiation, and organizational skills with high attention to detail, speed, and accuracy.Passion for culinary excellence and guest service, high integrity, professionalism, and strong follow-through.WHAT WEOFFERAt Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!Work in a friendly environment, where everyone shares positive vibes and excited about ourfuture.Work with over 45,000 diverse and talented colleagues, all guided by our Leadership#J-18808-Ljbffr