Duty Supervisor (Souq7)

Job Summary
The Duty Supervisor – Souq7 is responsible for overseeing daily site operations during assigned shifts to ensure a safe, clean, organized, and welcoming environment for visitors, tenants, contractors, and staff. The role supports the Operations Manager by supervising front-line teams, coordinating with security, facilities, cleaning, maintenance, and tenant-related functions, and ensuring that operational standards and service levels are consistently maintained across Souq7.

The Duty Supervisor acts as the first point of contact on site during the shift and is expected to respond professionally to operational issues, visitor or tenant concerns, safety matters, and day-to-day service requirements.

Key Responsibilities

• Supervise and coordinate daily on-site operations during assigned shifts, ensuring all activities are carried out smoothly and in line with company procedures.

• Lead, guide, and allocate tasks to front-line teams, including security, cleaning, guest services, and other service providers, to maintain high standards of service and site presentation.

• Conduct regular site inspections to ensure safety, cleanliness, maintenance, and operational standards are maintained across public areas, facilities, tenant frontages, and common areas.

• Monitor site safety and security matters and coordinate with the Security Team to respond promptly to incidents, emergencies, complaints, or safety concerns.

• Coordinate with the maintenance and facility management teams to ensure equipment, services, utilities, and common areas are functioning properly and issues are resolved in a timely manner.

• Act as the first point of contact for tenant and visitor inquiries during the shift, resolving matters professionally or escalating them to the relevant department when required.

• Ensure compliance with health and safety policies, site procedures, and regulatory requirements, and support emergency drills, awareness, and related training when needed.

• Prepare and maintain accurate shift handover reports, incident reports, daily operational logs, and other required documentation to support management reporting and smooth shift continuity.

• Coordinate with cleaning and housekeeping contractors to ensure cleanliness standards are maintained throughout Souq7, including public areas, restrooms, walkways, and tenant-facing areas.

• Support crowd management, visitor flow, and event operations within Souq7 in coordination with the concerned internal teams, tenants, contractors, and service providers.

• Monitor service levels and operational performance during shifts, identify areas for improvement, and take corrective action where needed.

• Support the onboarding, training, and guidance of new front-line staff to promote a customer-focused, safety-conscious, and professional working culture.

• Monitor operational supplies and report requirements to the Operations Manager for timely procurement or replenishment.

• Assist in incident investigations and follow-up actions by coordinating with relevant stakeholders and ensuring lessons learned are applied.

Minimum Qualifications and Requirements

• Bachelor’s degree in Business Administration, Public Administration, Hospitality Management, Tourism Management, or any other relevant field.

• Minimum 2–3 years of experience in operations, facility management, retail, hospitality, customer service, or a similar supervisory role.

• Previous experience in shopping malls, mixed-use developments, hospitality, souq-style operations, or customer service environments is preferred.

• Strong leadership, problem-solving, and decision-making skills.

• Excellent communication and coordination skills, with the ability to manage multiple tasks at the same time.

• Good knowledge of Microsoft Office applications and report preparation.

• Good command of English and Arabic, both spoken and written.

• Ability to work flexible shifts, including evenings, weekends, and public holidays when required.

• Ability to work in a dynamic field environment and coordinate effectively with tenants, contractors, service providers, and internal departments.

Preferred Qualifications

• Previous experience in souq-style, retail, mall, hospitality, or open-market operations.

• Familiarity with tenant operations, visitor services, facility operations, and service provider coordination.

• Certification in First Aid, Fire Safety, Fire Marshal, or any relevant safety training is an advantage.

• Experience using property management, incident reporting, or mobile-enabled operational systems is preferred.

Personal Attributes

• Customer-focused, approachable, and service-oriented.

• Calm under pressure and able to handle difficult situations professionally.

• Reliable, punctual, and committed to maintaining high standards.

• Strong team player with the ability to work independently and take initiative.

• Organized, detail-oriented, and able to prioritize tasks effectively.

• Committed to continuous improvement and professional development.

Reporting Line
The Duty Supervisor – Souq7 reports to the Operations Manager and works closely with maintenance, security, cleaning, tenant relations, contractors, service providers, and relevant internal departments