Operation Manager

The Operations Manager at Emirates Park Zoo & Resort will be responsible for overseeing and managing the daily operations of the zoo ensuring seamless integration between the two. The role involves managing the operational staff ensuring that safety, cleanliness, and high-quality customer service are maintained and achieving financial and operational goals. The Operations Manager will also work to ensure that the zoo meets the expectations of visitors while adhering to legal, safety, and environmental standards.

Duties & Responsibilities:

• Oversee and manage all operational aspects of the zoo including guest services, hospitality, maintenance, and safety procedures.
  
• Ensure smooth and efficient operations across the zoo from opening to closing while managing staffing resources and schedules.
  
• Coordinate with various departments (e.g. guest services, maintenance, F&B) to ensure seamless guest experiences.
  
• Implement and monitor standard operating procedures (SOPs) to enhance operational efficiency and service quality.
  
• Ensure that all activities comply with relevant health, safety, and environmental regulations.
  
• Lead, motivate, and manage a diverse team of operational staff including supervisors and frontline workers.
  
• Conduct regular performance reviews, offer training, and ensure all staff are equipped with the skills to perform their roles effectively.
  
• Schedule and assign daily tasks to staff ensuring adequate coverage and that guest needs are met.
  
• Foster a positive and productive work environment resolving any staffing or operational issues quickly and effectively.
  
• Maintain a focus on delivering excellent guest service ensuring high levels of customer satisfaction in the zoo.
  
• Handle guest complaints and feedback in a professional manner and implement solutions for improvement.
  
• Ensure the cleanliness and safety of guest areas, amenities, and animal enclosures.
  
• Oversee the management of tours, educational programs, events, and activities to enhance guest engagement.
  
• Develop and manage budgets for operations working closely with the finance team to control costs and improve profitability.
  
• Monitor expenses, manage inventories, and ensure efficient use of resources to meet financial targets.
  
• Analyze operational data and performance metrics to identify areas for cost-saving or revenue-generating opportunities.
  
• Ensure that all facilities are safe, clean, and functioning optimally coordinating with the maintenance team as needed.
  
• Manage vendor relationships for supplies, services, and maintenance needs.
  
• Assist in the development of short and long-term operational strategies in line with the organization’s goals and objectives.
  
• Generate regular operational reports for senior management on performance including guest satisfaction, financial, and staff productivity.
  
• Participate in planning and executing marketing, promotional, and special events to increase attendance and customer engagement.
  
• Ensure that all health and safety protocols are followed in the zoo.
  
• Maintain compliance with local, national, and international standards for animal welfare and hospitality operations.
  
• Oversee the management of emergency procedures ensuring all staff are trained and prepared for various situations.
  

Qualifications/Experience

Bachelor's degree in Management or related field is preferred.

At least 5 years of related experience.

Good communication skills, an enthusiasm for interacting with the public, and a willingness to give regular talks to visitors, special groups, etc.

Must be willing to work weekends and holidays and some evening events.

Must be able to work outdoors in inclement weather.

English is a must; Arabic is preferred.

Must be willing to work with different cultures and nationalities.

Good judgment in evaluating situations and making decisions.

Exemplifies the highest standard of work ethics.

Ability to handle stressful situations with professionalism and tact.

Knowledge of animal care and wildlife management is an advantage.

Requirements

Health and safety.

Strong leadership and management skills.

Excellent computer skills.

Presentation skills.

Reporting skills.

Interpersonal communication and teamwork.

Communicate effectively in English (verbal and written).

High school diploma or equivalent. Previous cashier or customer service experience is preferred. Strong communication skills in English; additional languages are a plus. Attention to detail, reliability, and the ability to work in a fast-paced environment. Ability to work flexible hours, including weekends and holidays.