WC - Operations Department Flashcards
Operations Department - overview
The operations department provides customer, housekeeping and security services in the centre. The operations manager is responsible for making sure that these services are provided in an efficient and effective way.
Operations Department - primary function
The operations department provides customer, housekeeping and security services in the centre.
Operations Department - Operations Manager responsibility
The operations manager is responsible for making sure that these services are provided in an efficient and effective way.
Operations Department - what are the x 4 teams within the Operations Department (and which one are you in?)
- Customer services (your team)
- Housekeeping
- Security
- Police
Customer services (your team) full overview
The customer services team is made up of ten Customer Services Assistants and three Customer Services Officers, who all report directly to the Operations Manager. The Customer Services Assistants work at the three customer services desks, providing information and help to visitors and customers.
The Customer Services Officers are responsible for dealing with complaints and any serious problems from anywhere in the centre. They do not supervise staff, but they do work with managers, the operations department, staff and customers on all customer services issues. The main customer services desk is located next to the food court. All three desks are open when the centre is open.
Customer services - what is your manager’s title?
Operations Manager.
The customer services team is made up of ten Customer Services Assistants and three Customer Services Officers, who all report directly to the Operations Manager. The Customer Services Assistants work at the three customer services desks, providing information and help to visitors and customers.
Customer services - what staff make up your team?
Ten Customer Services Assistants (across x3 customer services desks)
Three Customer Services Officers (including you)
Operations Manager
Customer services Officers responsibilities
The Customer Services Officers are responsible for
- dealing with complaints and any serious problems from anywhere in the centre
- They do not supervise staff, but they do work with managers, the operations department, staff and customers on all customer services issues.
Customer services - where is the main desk?
The main customer services desk is located next to the food court.
Customer services - when are the x3 desks open?
All three desks are open when the centre is open (i.e. shopping centre hours).
Housekeeping
The housekeeping team is made up of 20 full-time and part-time cleaners. They are responsible for cleaning all the general areas of the centre. There are two duty housekeepers who supervise the housekeeping team.
Security
The security team is made up of 30 security guards and three security supervisors. They are responsible for keeping buildings and property secure and for protecting the security and the health and safety of customers and visitors within the centre. The number of security guards on duty at one time varies from eight to 20. The security team also monitors the CCTV cameras (there are eight at various places around the centre).
Police
There is a police station in the centre. It is not open 24 hours a day, but it is a place where customers can contact the police. Two officers from the Sandford Division of the Westshire Constabulary are based at this station. As well as their other duties they patrol the areas around the centre. They support the security team and try to respond quickly and help staff.
