Operations Manager

2 months ago


Abu Dhabi, United Arab Emirates Farah Experiences Full time

The role oversees and improves upon the day-to-day operations of ticketing, school/group entrance, valet parking, turnstiles, stroller, and wheelchair rentals, lost and found, information points, paid attractions, cabanas (YWW), and the annual pass.

Managing a team
- manages a team of support managers and their respective subordinates to include their on
- and off-the-job training, daily attendance, grooming, coaching, appraisals, and personal development plans.
- Plan, book, and deliver on
- and off-job training as required to ensure the best possible service standards as well as colleague development.
- Recruit efficient colleagues, and develop and train them to be future leaders.
- Openly communicate appropriate and valuable information through various channels, including department meetings and briefings.
- Motivate colleagues through the effective implementation of incentive, recognition, and rewards programs.
- Ensure departmental policies, procedures, and performance standards are implemented and maintained throughout their area.
- Review departmental policies, procedures, and performance standards to ensure they are up-to-date, and correct and propose changes as appropriate to ensure high levels of customer service and safety.
- Ensure any service delivery defects are resolved, identify trends, and implement changes as needed.
- Review satisfaction results for their areas, identify any trends, and implement changes as needed.
- Review the accuracy of any checklists and records completed in their area and analyze
- Ensure their area meets financial targets through tracking expenditures and revenue and, as appropriate, taking action to affect either.
- Coordinate any inventory/stock-take activities required in their area, ensuring sufficient stock remains on hand and reducing stock loss or waste.
- participate in daily operations alongside their colleagues, setting a positive example.
- Foster a harmonious atmosphere among colleagues in their area and bring team members together through team activities.
- Smile and be friendly.
- Work nights, evenings, and holidays

Guest Services
- Work with management colleagues to establish the department budget and set yearly goals to achieve maximum sales and net revenue.
- Facilitate efficient, convenient, and secure entry processing.
- To generate financial and attendance reports as required for daily, weekly, monthly, and yearly periods using MS Excel and BOS ticketing systems
- To work closely with other departments to coordinate promotions that increase attendance
- To manage the BOS ticketing system and ensure that methods are in place to generate applicable reports on the effectiveness of variance initiatives
- compliance with all contracts and agreements.
- Identify financial and operational opportunities to maximize the business's profit and efficiency.
- Approve ticket extension requests and complimentary ticket requests when necessary.
- Handle any routed guest complaints, take corrective action, and route related communications to appropriate colleagues.

Operational
- Obtain and maintain an International Lifeguard Training Program Instructor License.
- Manage daily park operations, including supervising: the support manager, assistant manager, team leader, lifeguard, and guest relations officer.
- Collaborate on strategic planning with the department director and implement plans.
- Design and delegate responsibilities associated with strategic department plans
- Ride all rides, slides, and attractions as required for operational purposes.
- Ensure the safety of guests, coworkers, and contractors in relation to park attractions.
- Work at heights, in water, and in extreme temperatures, outside, year-round.
- Ensure all manufacturer guidelines and SOPs regarding ride dispatch and guest safety are followed.
- Address large groups of people.
- Work Duty Manager, Park Duty Manager, and Crisis Manager shift as the business needs.
- Follow the management's instructions for all other tasks.
- Educated to degree level or equivalent
- ISO auditor certification
- International Lifeguard Training Program (ILTP) Instructor or Instructor Trainer License
- Minimum of three years of guest service experience.
- Previous waterpark, theme park, or aquatics experience
- minimum of two years of management experience


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