Operations Manager

Job DescriptionIn this role you are responsible for promoting and maintaining exceptional standards for the Operations department. The role oversees and improves upon the day-to-day operations which may include all areas of Guest Services, Amphitheaters, Rides and Attractions. This position also supports the Operations Director with the overall running of park operations at the respective leisure facility. Strategic operational and budgetary planning of the department for both long and short-term initiatives.Job scope includes: Supervise and evaluate the team, including recruitment, training, development plans and all departmental policies Maintain departmental health & safety documents, policies, procedures and performances standards to ensure these are up to date, correct and propose changes as appropriate Implement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper Openly communicate appropriate and useful information through various channels to include department meetings and briefings Motivate colleagues through the effective implementation of incentive and recognition and rewards programs Handle any routed guest complaints, take corrective action, and route related communications to appropriate colleagues To manage any emergency situations that may arise to minimize possible damage, loss or injury to any guests, colleagues, or company property Prepare the annual operating and capital budget Participate in the park duty manager program To fulfill any additional tasks/projects as required Guest Service Specific Scope Manage the departmental budget and set yearly goals to achieve maximum sales and net revenue Coordinate any inventory/stock take activities required in the area, ensuring sufficient stock always remains on hand and reducing stock loss/waste Use available technology to generate financial and attendance reports as required for daily, weekly, monthly, and yearly periods To manage B.O.S. ticketing system and ensure that methods are in place to generate applicable reports on the effectiveness of variance initiatives To contribute to company KPI���s and objectives by contributing guest service information, recommendations to strategic plans and reviews To monitor accuracy in external & internal audits Assure compliance with all contracts and agreements Identify financial and operational opportunities which will maximize profit and efficiency for the Business Approve ticket extensions requests and complimentary ticket requests when necessary Rides and Attractions, Amphitheater Specific Scope Manage the departmental budget to establish proper ordering of necessary supplies To manage overall daily operation readiness while maintaining the integrity of ride systems To occasionally take part in the department duty manager program (O.P.S. 1) for the Operations department Work closely with the Health and Safety department on safety initiatives that benefit the wellbeing of the guests and colleagues Actively participate in safety related training for the Rides and Attractions team Implement strategies to improve operational systems Develop and coordinate ingoing and outgoing traffic and circulation plan for the Amphitheater presentations (Applicable only for SeaWorld Abu Dhabi) Develop basic security standards and protocols for the Dolphin and Sea Lion Amphitheater (Applicable only for Sea WorldAbu Dhabi) Actively measure submersible���s safety and operational standards (Applicable only for SeaWorld Abu Dhabi) Obtain Pilot training license for submersible operations (Applicable only for SeaWorld Abu Dhabi) As an ideal candidate, you will need to have: Educated to degree level in Business Administration or equivalent Working at Height (OSHAD compliant) qualification PADI Open water certification Minimum of three (3) years��� experience in expertise leading teams within a theme park, hospitality, or retail environment with demonstrated success Must be available to work varying shifts/hours based on business need, including opening, mid-, and closing shifts, nights, weekends, and holidays Worked in the leisure/entertainment industry for a minimum of 5 years Good communication skills: ability to speak fluently in English Strong leadership skills and able to work independently Excellent guest services and decisions making skills Ability to tactfully handle stressful situations Maintain confidentiality and respect and observe company protocols Computer skills, able to prepare basic reports in excel, presentations in PowerPoint Basic financial skills and knowledge (P&L)