Job purpose: 

You will be responsible for building successful and strong relationships with the Food and Beverage (F&B) outlets partners operating inside the club aiming at offering a unique experience to our members while ensuring the concerned departments are supporting these outlets with all services needed from our side to support their operation. 

You will be overseeing the management of the F&B ordering and delivery operations. You will be leading the on-ground Welfare team who are playing a key role in providing exceptional experience to our members and kids by safeguarding their safety, security, wellbeing and happiness.

 You will work closely with the management team and will lead the Welfare Squad to ensure that all clients and members are happy and that the club is providing an exceptional member experience. 

What do we expect from you? 

Key duties:

 1. F&B Outlets Operations:

• Develop and maintain strong relationships with the F&B outlets  
• Monitoring and supporting the daily operations of the F&B outlets  
• Develop and implement policies, rules and regulations including contract terms and conditions to ensure that the F&B outlets are operating efficiently and effectively, and in compliance with the signed contract, the legal and regulatory requirements 
• Monitor and track their performance, through physical tours and collecting data from the CX department, and provide constructive feedback to improve their services 
• Monitor the outlets to ensure that they are meeting the club's standards for quality and service 
• Act as a liaison between the outlets and the concerned departments such as Customer Experience, QHSE, marketing and Business Development and legal  
• Sets and monitor the F&B ordering and delivery operations, ensuring timely and accurate delivery of food and beverages inside the club 

2. Welfare team Management 

• Set the function foundation  
• Lead, manage and train the team, to ensure the safety and well-being of our members 
• Provide coaching and training to Team Leader and ensure she/he is providing necessary training (technical and soft skills) to the team including safety, security, customer service, and crisis management 
• Set the team KPIs and tracking mechanism to ensure meeting the set standards 
• Working closely with the CX team to report any feedback from the members and address all members’ questions, complaints and/or concerns in a timely and professional manner 
• Collaborate with the HSE department to ensure members and staff to avoid any unsafe behaviors  and might participate with the them in spreading the HSE culture and awareness 
• Collaborate with the Security team and handle first level handling of any arising conflicts or any thing that might expose the members to any danger and immediately report to the Security team 
• Spread the company’s values and encourage the team to act as role models encouraging good behavior across all club members 
• Provide regular communication to members regarding club events, activities, and news, working with the team as necessary to ensure member engagement and satisfaction 
• Collaborate with other departments and stakeholders to create a safe and inclusive environment for members 

 3. Reporting: 

• Provide regular reports on members’ satisfaction, client performance, and revenue to the management team 
• Report on outlet violations  

4. Continuous improvement: 

• Develop Happiness policies and procedures to ensure the Happiness Squad's effectiveness and efficiency. 
• Develop the mechanism for continuously getting the feedback from the F&B operators to ensure our support