Job description
Role Overview
Team Leader - Front Office in the Food & Beverage Service department at wasl, operating under the Viya brand portfolio in the UAE.
Company Overview
Viya is the UAE's leading golf and hospitality management group, operating championship golf courses, award-winning restaurants, premium leisure and recreation facilities, and digital platforms across the region. Viya is part of wasl Hospitality & Leisure and is recognised as a guardian of golfing heritage and a leader in modern hospitality. The group operates venues including Emirates Golf Club, Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, and Tiger Strikes, alongside recreation brands such as Viya Fit and Viya Padel. Operations are underpinned by the Viya App, a loyalty-driven platform integrating bookings, rewards, and spendable benefits across the portfolio.
Role Purpose
The Team Leader ensures best-in-class service delivery and hospitality by working with, training, and coaching associates to create an exceptional guest experience. The role bridges operational excellence with associate engagement and development, positioning the Team Leader to progress into management ranks while living the organisation's culture of fun, teamwork, excellence, edginess, and caring.
Key Responsibilities
Service Delivery & Guest Experience
- Oversee operational execution of food and beverage delivery and ensure guests are well cared for.
- Supervise the team in providing best-in-class service on a daily basis.
- Conduct numerous table-touches to check on associate performance and guest experience.
- Take immediate action to solve guests' problems, ensuring mutually agreeable solutions are reached at the earliest convenient time.
- Ensure decisions are made at the appropriate level when resolving guest issues.
- Keep senior food and beverage management informed of guest problems and action taken.
Operational Management
- Manage general operational responsibilities related to running the venue, including opening and closing procedures and shift management, without interference to guest experience.
- Perform daily checklists and briefings.
- Verify opening, running, and closing duties are completed, including all cash handling within a shift.
- Assist in other specific business functions as needed, including hiring, associate development and training, ordering and inventory management, facilities maintenance, and marketing.
Standards & Compliance
- Uphold operating procedures and service and safety standards with emphasis on guest satisfaction.
- Ensure all health and safety procedures are followed to prevent accidents or injury to club guests and colleagues.
- Ensure all outlet colleagues adhere to company dress standards, including name badge, and personal hygiene standards.
- Together with senior food and beverage management and the Hospitality Manager, agree, implement, monitor, and control food and beverage service operating standards.
Team Leadership & Development
- Coach and develop Bayhosts, Caddies, Food Runners, Bar Backs, and Bartenders while driving associate engagement.
- Assist in the recruitment and selection of new colleagues, ensuring headcounts remain within agreed budget levels and human resources department involvement.
- Assist the outlet manager in completing monthly reports according to company direction before deadline.
Process & Assets
- Assist in the development and updating of the SOP Manual for Food and Beverage Service.
- Be actively involved in asset and SOE maintenance and reduce loss to the company.
Training & Professional Development
- Attend off and on-the-job training courses as determined by the Hospitality Manager or Team Leader, including refresher fire and safety trainings and food hygiene trainings that enhance service delivery and personal skill development.
Qualifications & Experience
- No specific qualifications or years of experience are stated in the source material.
Skills & Competencies
- Coach and develop team members.
- Manage operational procedures and processes.
- Communicate health, safety, and service standards.
- Problem-solving and conflict resolution.
- Cash handling and basic financial awareness.
- Attention to guest satisfaction and experience.
Additional Information
- Reports to: Hospitality Manager or Assistant Hospitality Manager.
- Does not supervise direct reports.
- Viya employs a multicultural workforce representing over 80 nationalities, including Emiratis and expatriates, fostering a culture built on teamwork, passion, and excellence.