Assistant Manager

Scope of work (JOB PURPOSE)

• This role is responsible for ensuring that LEGOLAND Dubai delivers and maintains a world class entertainment offering.
• To manage all show venues, performance elements, Costume Character performances, show usher requirements and seasonal events within the Park.
• The role will also ensure that audio visual or software show content is maintained to a high technical standard for the best possible guest experience.

Key Objectives:

• Ensure delivery of the brand promise:

"LEGOLAND exists to give children and their families a real-life and interactive experience of the LEGO Values, where we will be the preferred choice amongst children and their families as a result of delivering the highest standard of value, care, service and safety in the leisure industry".

• Ensure the Entertainment and Events teams consistently deliver or exceed agreed targets for both exit surveys and mystery shopper.
• Deliver at or below the agreed operating budgets for the Entertainments and Events teams. Deliver at or below the agreed operating budget for all Entertainments and Events support functions.
• Ensure all initial opening and then ongoing capital expense projects relating to Entertainment and Events (and related technical aspects of Shows and performances) are implemented on time, on budget and to desired specifications.
• Supply creative and practical input relating to both special events and the daily Entertainments offering to ensure the Park show offer provides the best possible representation of the LEGOLAND brand
• To act as the on site contact relating to any music licensing requirements for the Park.
• Ensure strict compliance with all relevant Health and Safety legislation and requirements. Ensure LEGOLAND Dubai sets the industry standard with regard to show-specific safety and procedures.
• Ensuring a low percentage of downtime (generated by show or technical issues) for the 4D Theatre and Stunt Show venues.
• Supporting park wide music initiatives as well as offering technical support for Park functions and meetings with a software or audio visual element.

Operations

• This role is required to manage the operational delivery of the Stunt Show and ushers, 4D Theatre (Technical) and Costume Character performances, to the highest standards of delivery. They must ensure all shows run on time, and any issues are dealt with, ensuring minimal disruption to any of the shows or performances.
• This role is responsible for the management and co-ordination of the Costume Character team, delivering a consistent, high quality product to our guests to a prearranged and advertised timetable through an engaged and well trained Costume Character team.

Marketing

• This role will have responsibility for managing systems that may have a sponsorship element. As such, working with the Marketing Department and Sponsors will be a key element of the role. In the Events element of the role, there will be opportunities to promote the Park through having input on the technical elements of the events.

Financial

• Responsible for relevant department budgets, reviewing forecasts monthly and compile and submit annually or as required.
• Authorize the issue of complimentary tickets or services when resolving guest complaints.
• Submit and manage future capital projects and expenditure to the Director of Operations.
• Identify and plan for contingencies as required.
• Manage OPEX wages and line items to achieve budgets set.

Development

• Communicate on a continual basis with other senior managers to ensure best practice is achieved across the parks.
• Monitor proposed and actual changes to current legislation and ensure company compliance (e.g. Health & Safety).
• Recommend and develop new products/ways of working to improve profitability
• Use departments historical data and information to maximize commercial opportunities.
• Set and agree individual department objectives in line with the business strategy and team development.

People

• Ensures recruitment is appropriate to business operation and continually monitors key indicators (turnover, absence etc) and ensures that, in liaison with other departments, we support and develop the team.
• Motivate, manage and develop the team in line with company standards and values including responsibility for the departmental training programme.
• Promote a fun working environment.
• Apply positive performance management effectively throughout the team and minimize the challenges to the team.

Operations

• This role is required to manage the operational delivery of the Stunt Show and ushers, 4D Theatre (Technical) and Costume Character performances, to the highest standards of delivery. They must ensure all shows run on time, and any issues are dealt with, ensuring minimal disruption to any of the shows or performances.
• As a key stakeholder in the service delivery of the Operations team, the job role will require active and regular involvement in the Park Operations Manager Duty Schedule. Daily, the role will be the main point of call for any Guest, staffing, equipment or venue queries or problems relating to Entertainments and Events. The role is required to enforce health and safety procedures within the Entertainments and Events department, managing all live risk assessments, Standard Operating Procedures, training and rehearsals taking action on any health and safety risks.
• This role is responsible for the management and co-ordination of the Costume Character team, delivering a consistent, high-quality product to our guests to a prearranged and advertised timetable through an engaged and well-trained Costume Character team.

Marketing

• This role will have responsibility for managing systems that may have a sponsorship element. As such, working with the Marketing Department and Sponsors will be a key element of the role. In the Events element of the role, there will be opportunities to promote the Park through having input on the technical elements of the events. At all times, the job holder will be expected to present the LEGOLAND Dubai brand in the most positive light possible in both direct and indirect Guest and contractor communication. This position is responsible for ensuring the content and delivery of the shows in the Park are the best possible reflection of the LEGOLAND and Merlin brands. This role is expected to be a key influence in ensuring every guest who visits LEGOLAND Dubai leaves feeling they have just experienced a world-class theme park.

Financial

• Responsible for relevant department budgets, reviewing forecasts monthly and compile and submit annually or as required.
• Authorize the issue of complimentary tickets or services when resolving guest complaints.
• Submit and manage future capital projects and expenditure to the Director of Operations.
• Identify and plan for contingencies as required.
• Manage OPEX wages and line items to achieve budgets set.

Development

• Communicate on a continual basis with other senior managers to ensure best practice is achieved across the parks.
• Monitor proposed and actual changes to current legislation and ensure company compliance (e.g. Health & Safety).
• Absolute involvement in future theme park capital projects and implementation (where applicable to the Entertainments and Events team) to ensure total project success.
• Recommend and develop new products/ways of working to improve profitability

People

• Ensures recruitment is appropriate to business operation and continually monitors key indicators (turnover, absence etc) and ensures that, in liaison with other departments, we support and develop the team.
• Motivate, manage and develop the team in line with company standards and values including responsibility for the departmental training programme.
• Promote a fun working environment.
• Apply positive performance management effectively throughout the team and minimize the challenges to the team.

Health & Safety

Managers are responsible for all aspects of Health, Safety & Security within their department, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it.

Qualifications, Experience, & Skills

Required Qualifications:

Preferable Bachelor degree or extensive specific experience in the leisure management industry for 5 or above years.

Required Experience:

• Requires a minimum of five years in Theme Park or related customer service environment with Financial experience.
• At least three years of managerial experience is required, preferably from within the leisure industry
• Experience in budget preparation and control (operating expenses and Labour)

Job-Specific Skills:

• Requires excellent organizational and planning skills, with the ability to execute multiple tasks.
• Strong understanding of the creation and management of risk assessments, SOP's and EAP's within a theme park environment
• Self-motivated and demonstrated initiative, with strong problem solving skills.
• History of supporting colleagues and staff, with demonstrated leadership and management skills.
• Strong problem solving and communication skills
• Must be customer service driven with an understanding of the needs of the guests.
• Requires the ability to make objective decisions quickly under stressful conditions, adapting to new demands and situations while remaining calm.
• Competent in all aspects of Microsoft Office (Word, Excel, e-mail, Power Point) are required.
• Strong administration skills
• Able to focus and prioritize
• Fluent English in both oral and written
• Previous work experience in Hospitality or Theme Park
• Excellent understanding on culture awareness and the unique environment of the UAE
• Plan & organize: All staff meetings