UAEN Assistant Manager - Concierge and Resident Experience - Dubai Holding Community Management

Job Description

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents&apos concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role:

This role requires a proactive, customer-centric individual with strong leadership, organizational, and communication skills, capable of creating a welcoming and supportive environment for our residents.

Key Responsibilities:

Concierge Service Management:

• Oversee the daily operations of the concierge services across assigned communities, ensuring a consistent and high standard of service delivery.
• Develop and implement concierge service protocols, standards, and training programs to equip the team with the necessary skills and knowledge.
• Manage and mentor concierge staff, fostering a positive and customer-focused team environment.
• Monitor concierge performance and implement improvements to enhance efficiency and resident satisfaction.
• Handle complex resident requests and complaints that require escalation, ensuring timely and effective resolution.
• Manage relationships with key service providers (e.g., transportation, local amenities) to facilitate seamless resident experiences.

Resident Experience Initiatives:

• Develop and implement resident engagement programs and initiatives that foster a sense of community, build relationships, and enhance overall satisfaction.
• Collaborate with other departments (e.g., community management, facilities management) to ensure a holistic and positive resident journey.
• Gather resident feedback through surveys, focus groups, and informal interactions to identify areas for improvement and new opportunities.
• Plan and execute community events and activities that cater to the diverse interests of residents.
• Develop and manage communication channels (e.g., newsletters, community portals) to keep residents informed and engaged.
• Implement and manage resident loyalty programs and recognition initiatives.

Customer Relationship Management:

• Act as a key point of contact for residents, building strong and lasting relationships.
• Proactively anticipate resident needs and provide personalized support and assistance.
• Ensure all resident interactions are handled with professionalism, empathy, and efficiency.
• Maintain accurate records of resident interactions and preferences to personalize future engagements.

Operational Efficiency:

• Develop and manage budgets related to concierge services and resident experience initiatives.
• Implement and utilize technology solutions to streamline concierge operations and enhance resident communication.
• Monitor key performance indicators (KPIs) related to resident satisfaction and concierge service levels.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Ensure compliance with DHCM policies and procedures.

Reporting and Analysis:

• Prepare regular reports on concierge service performance, resident feedback, and the success of engagement initiatives.
• Analyse data to identify trends and insights that can inform future strategies and improvements.

Qualifications & Experience:

• Bachelors degree in hospitality management, Business Administration, or a related field.
• Minimum of 3 years of experience in a customer-facing role within the hospitality, property management, or service industry, with at least 1 years in a supervisory or management capacity.
• Proven experience in developing and implementing resident engagement programs or customer experience initiatives.
• Strong leadership and team management skills.
• Excellent interpersonal, communication (written and verbal), and presentation skills.
• Exceptional customer service orientation with a passion for exceeding expectations.
• Strong problem-solving and conflict resolution skills.
• Excellent organizational and time management skills with the ability to prioritize and manage multiple tasks.
• Proficiency in relevant software and technology platforms (e.g., CRM systems, community portals).

About Benefits:

We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.