Walaa Gamal

Assistant Operations Manager (Kidzania)

• Job Details:Supervises general operations of the center to guarantee the fulfillment of the established service, quality, image, functionality, maintenance and security standards. Prepares annual sales and expenditure budgets of all the operations to fulfill the guidelines and manages operations expenses and maintain within budget. Ensures all activities performed in the establishments fulfill the agreements and commitments made with the marketing partners or sponsors. Determines service standards that must be followed, implementation and supervises their execution in all areas of the facility. Manages resources for development, avoids excess rotation and absences, improving the facility’s efficiency. Supervises and ensures daily sales income is well kept, secured and up to date. Plans and supervises annual training program to improve the human development of the staff and improving the service quality. Supervises the execution of the internal control system to avoid damaging the results of the center. Coordinates the documentation of all the operative activities with the corresponding department. Guarantees safety of all the visitors through the generation of service and control policies. Supports to commercial and operative areas so they can accomplish their sales and profit budgets through a close supervision of the products they sell, wastage generated and designing different strategies.

Guest Relations Manager (Duty Manager)

• Job Details:Providing help and advice to customers using your organization’s products or services. Communicating courteously with customers by telephone, email, letter and face-to-face. Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants. Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill. Issuing refunds or compensation to customers. Keeping accurate records of discussions or correspondence with customers. Analyzing statistics or other data to determine the level of customer service your organization is providing. Producing written information for customers, often involving use of computer packages and software. Writing reports analyzing the customer service that your organization provides. Developing feedback or complaints procedures for customers to use. Improving customer service procedures, policies and standards for your organization or department. Meeting with other managers to discuss possible improvements to customer service. Involvement in staff recruitment and appraisals. Training staff to deliver a high standard of customer service. Leading or supervising a team of customer service staff. Learning about your organization’s products or services and keeping up to date with changes. Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.