Job Description

:

The Support Manager is responsible for guiding Assistant Managers & Team Leaders and all indirect reports ensuring the team delivers their responsibilities to the highest standards possible while creating smiles and maintaining a positive attitude in the workplace. This position ensures a smooth operation of the Entertainment department as needed. This position works with members of the department and company as an active participant in achieving artistic goals, ensuring consistent quality and guaranteeing a high level of performance from colleagues under his/her guidance.

Job Scope

• Manages and provides guidance to Assistant Managers and Team Leaders and their respective front line colleagues to include their job training, daily attendance, grooming, coaching , appraisals and personal development plans.

• Compiles duty schedules for their area ensuring that annual leave plans support operational readiness and ensure sufficient time off to colleagues.

• Coordinates and oversees character appearances and roaming entertainment both in the parks and at external events.

• Manages the running of all Entertainment live show offerings . Writes and circulates show reports as needed.

• Gives notes to animators, cast and crew in the running of the shows.

• Liaises with the Maintenance department to fix technical issues and follows up to ensure issues are solved.

• Oversees the maintenance of character costumes.

• Holds daily briefing with the department.

• Assists other shows within the department as needed.

• Plans, books and delivers on and off job trainings as required to ensure best possible service standards as well as colleague development.

• Communicates appropriate and useful information through various channels, including department meetings and briefings.

• Motivates colleagues through the effective implementation of incentive and recognition and rewards programs.

• Ensures departmental policies, procedures and performance standards are being implemented and maintained throughout their area.

• Reviews departmental policies, 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.

• Ensures any service delivery defects are resolved, identify any trends, share observations and suggestions with their manager . Reviews accuracy of any checklists and records completed in their area.

• Ensures their area meets targets as set by their departmental manager via tracking.

• Assists with logistics to audition new Entertainment colleagues.

• Assures Key Performance Indicators (KPI) targets are being met and tracks results.

• Tracks and records all external requests fulfilled by Entertainment.

• Seeks out personal and professional growth of skillsets and shares all knowledge with team MINIMUM QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIREMENTS.

To be considered for this role you will need:

Essential:

• Higher secondary or equivalent

• 1 year of experience in leadership and 2 years in the entertainment industry

Leadership skills

• Problem Solving

• Proficiency in English

• Computer Skills: Word, Excel, PowerPoint

Desirable:

• Bachelor's Degree in Fine Arts

• 3 years of stage management experience and/or 5 years of performance experience

• Stage Management experience

• Technical background in Kronos time and attendance system

• Oracle

• Lighting and AV knowledge