Operations Support Manager

Abu Dhabi, United Arab Emirates

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This position manages an area of the Operations department, including all areas of Rides and Attractions, and Guest Services.

Within the Rides and Attractions area, this position oversees efficiency, colleagues, and guests while also ensuring that the department runs smoothly in accordance with park policies and procedures. Ensuring continual improvement and the initiatives are delivered
Within the Guest Services area, this position ensures exceptional guest care is being provided, and revenue is being generated so that it may contribute to the overall goals and financial sustainability

General Scope

To ensure that all colleagues are adequately trained for specific roles and positions, and that ongoing training takes place to enhance colleague's competence and customer service
To ensure all guest and colleague incidents are appropriately managed, recorded, and reported and are satisfactorily resolved while adhering to the policies and procedures
To manage any emergency situations that may arise to minimize possible damage, loss, or injury to any guests, colleagues, or company property
To regularly observe the team in the operation, review operational performance and lead the team to success in a positive manner
Review & create departmental manuals, standard operating procedures, and performance standards to ensure these are up to date, and correct, and propose changes as appropriate to ensure high levels of customer service.
To assist the Operations Manager in monitoring the department budget by ensuring that the specific area being managed is not exceeding its allocated budget for all expenditure lines
To perform performance appraisals, coaching, feedback, and disciplinary sessions where necessary to review and improve colleague performance as per company policy.
To regularly take part in the Park Duty Manager program

Guest Service Specific Scope

Ensure their area meets financial targets as set by their departmental manager 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 always remains on hand and reducing stock loss/wastage
Facilitate efficient, convenient, and secure entry processing
Handle any guest complaints and route related communications to appropriate staff or team
Ensure that lost & found policies are always followed, and storeroom/inventory are well organized
Update and familiarize with ongoing promotions
Liaise with other departments to manage efficient park operations
Respond to the web inquiries regards to ticket extensions or other requests
Represent Guest Services Manager during his/her absence

Rides and Attractions Specific Scope

To manage overall daily operation readiness while maintaining the integrity of the ride systems
To regularly take part in the Operations Duty Manager Program (O.P.S. 1)
To report any safety concerns to the Operations Manager to always maintain the highest standard of safety and hygiene.
To manage operational efficiency in the park to enhance the guest experience and reduce operational costs
To take immediate corrective action with the Operations Manager where incidents are reported
To ensure all policies, procedures, manuals, risk assessments, and ride checklists are in place and reviewed periodically for the adequacy
In the absence of the Operations Manager, the Operations Support Manager will be required to fulfill the H.O.D. The function of the department so that department can continually operate in an efficient manner and continue to communicate effectively with the rest of the business.
To observe ride efficiency and throughputs within their designated area of the Operations Department to ensure that all rides and attractions are operating efficiently and achieving reasonable throughput targets.

To be considered for this role, you will need to have:

Educated to degree level or Diploma in a relevant subject
Minimum 2 years of rides & attractions and/or handling ticketing experience and minimum 3 years of leadership experience
Must be available to work varying shifts/hours based on business needs; mid and closing shifts; nights, weekends, and holidays
Completed task training and/or group trainer programs, or a similar course in conducting training for an individual or group
Excellent interpersonal and communication skills
Strong leadership skills
Excellent team player with the ability to lead from the top and be an inspirational role model for the department
High level of respect and integrity, Ability to easily adapt to change, and a bility to work under pressure
Excellent spoken and written English skills

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