Station Master (UAE National)

About the role

KEOLIS is looking for a UAE national Station Master in Dubai to lead a team of Station Agents, Customer Service Agents, Passenger Ambassadors, Car Park Controllers and Car Park Attendants. The aim is to deliver a safe, reliable, world-class and customer-focused station environment. The position is on a permanent contract.

Key responsibilities

• Lead and motivate Station Agents and Customer Service Agents, acting as the shift landlord of the station and its staff.
• Keep station facilities safe and in good working order, and check all equipment and facilities before each shift.
• Ensure correct, clear and up-to-date train and station information, and deliver announcements by audio or visual means.
• Control overcrowding on platforms and at entry points, and direct the flow of passengers through the fare gates.
• Provide ticket sales information, train service information and answers to passenger enquiries, and distribute publicity materials and handle lost property.
• Manage cash collection, management and reconciliation where required, and report faults to the Fault Controller and Train Controller.
• Assist passengers, especially those with special needs, and prepare incident and accident reports.
• Maintain the station logbook, conduct performance reviews of station agents, and carry out shift and emergency duties as instructed.

Required profile

• UAE nationality.
• Preferably 3 years (minimum 2 years) of experience supervising frontline staff delivering customer service in a metro station or equivalent.
• Ideally a degree or higher diploma in a related discipline.

Required skills

• Good communication, literacy and numeracy skills.
• Ability to liaise professionally with staff at all levels and to manage multiple tasks in a fast-paced environment.
• Strong organisational skills, attention to detail and good IT skills.
• Excellent knowledge of the station environment and thorough understanding of station operations and procedures.