Play Your Part
The Operations Manager will be responsible to Lead, maintain, continually improve and uphold the safe operational delivery of the LEGOLAND Dubai Theme Park (Attractions) and LEGOLAND Waterpark (Lifeguards) while ensuring the company standards and values are met and developed through working relationships with all levels. The Job holder will provide direction to the Attractions and Lifeguards team through departmental assistant managers and supervisory team. To implement procedures, trainings to nurture a behavior where the health and safety of our guests and staff is of paramount priority while providing the highest standards of guest satisfaction. Main Duties
Operations

• To provide safest possible environment to the guests and staff within the parks’ facilities.

• Exceed guest expectations through ensuring departmental teams deliver to agreed service standards.

• Ensure all required trainings are organized and implemented for Attractions and Lifeguards teams to required standards.

• Working alongside key operational stakeholders of both parks facility to ensure all standards and KPI’s are met.

• Show a well-developed sensitivity to customer needs by continually monitoring employee and guest interaction and acting on departmental results such as Mystery Shopper and customer satisfaction scores.

• Carry out the role of Park Duty Manager on a rota basis.

• Ensure departmental documentation, COSWPs, risk assessments are carried out in line with procedures and are updated regularly as ongoing “live” documents.

• Actively demonstrate the company values to all colleagues.

• Chair regular meetings with direct team and attend regular meetings with senior team.

• Establish and maintain effective lines of communication throughout the departments by providing operational presence.

Marketing

• Liaise with Marketing/Revenue Management teams to communicate occupancy/offers etc.

• Contribute to Resort Dynamic Events, supporting the operational team as and when necessary.

• To promote LEGOLAND Dubai as an employer of choice.

Financial Responsible for relevant department budgets, working closely with department Assistant Managers.

• 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 Resort.

• Monitor proposed and actual changes to current legislation and ensure company compliance (e.g. Health & Safety).

• Involvement in future Theme Park/Waterpark/Resort capital projects and implementation to ensure total project success.

• Recommend and develop new products/ways of working to improve profitability, including maximizing/converting upselling opportunities.

• 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.

• Promote a fun working environment.

• Apply positive performance management effectively throughout the team and minimize the challenges to the team.

Health & Safety
Managers/Supervisors are responsible for all aspects of Health, Safety & Security within their departments, 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. The Job holder must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated. Experience
Required Qualifications

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

Required Experience

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

Job-Specific Skills The following skills are essential but not limited for the role as Operations Manager:

• Requires operational experience of working within a waterpark environment at management level with related customer service and financial experience.

• Experience in budget preparation and control (operating expenses and labour)

• 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 waterpark or 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 or Waterpark

• Excellent understanding on culture awareness and the unique environment of the UAE

• Plan & organize: All staff meetings

Additional Experience

• N/A This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.