Operations Team Leader

This position oversees the colleague provision of the operations teams in terms of guest services operations and retail operations. Guest services operations include queue line management, selling of tickets, lockers, strollers, turnstile admission and exits, handling guest enquiries, lost and found, information point, guest complaints and friendly guest relations. Retail services includes the sale of merchandise, the replenishing stocks, receipt and storage of goods, ensuring available items at merchandise warehouse ordered and displayed at outlets, min/max stocks levels monitored, inventory spot checks carried out, stocks movements within merchandise department posted into EATEC.

Job Scope:

• Develop Operations Associates to provide outstanding service through daily supervision of operations.
• Manage a team of front line colleagues to include on the job training, daily attendance, grooming, coaching, appraisals and personal development plans.
• Engender a culture of positivity and teamwork within the department, across all levels.
• Supervise opening and closing of guest services and retail areas as appropriate.
• Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues well-being.
• Task train colleagues in the safe operation of equipment and to follow departmental policies and procedures.
• Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance.
• Conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
• Ensure that all safety rules and procedures are being adhered to at all times.
• Ensure that policies, procedures and performance standards that are in place in the department are being followed.
• Ensure a clean and safe operating environment and raise any deficiencies to a manager's attention.
• Ensure all departmental checklists, i.e., opening and closing checklists, are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately.
• Mediate between the frontline colleagues and the management to address complaints and dissatisfaction from both parties.
• Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues.
• Update lost & found inventories and prepares the items for distribution when necessary.
• Train colleagues on promotions/discounts programs and upsell to meet related goals.
• Conduct communication briefings and training as required.
• Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance.
• Handle guests concerns courteously and fairly, provide appropriate, available and achievable service recovery as needed.
• Improve the existing sales strategies to boost guided tour and merchandise sales.
• Monitor if the brand standards are met by the line colleagues on a daily basis. Arrange and maintain product displays with approval, stock shelves (refill) and take product inventory.
• Coordinate the transfer of items from warehouse to outlets by preparing department order in a timely manner ensuring that each outlet has enough stocks for trade at any given time.
• Follow up with warehouse team on pending orders/items. Receive and ensure accuracy of items received.
• Post internal requisitions, transfer items through EATEC system. Sort and post damage items.
• Conduct scheduled spot check and physical inventory. Prepare and transfer stocks from one outlet to another.
• Price label new arrivals as soon as possible once received. Price label for all faded or damaged price tags.
• Arrange and maintain the shelf display in BOH.
• Daily follow up on what needs to be ordered on a daily basis in every outlet (by mail, or manual checkup).
• Perform the tasks of Operations Associates as required. Any other related duties as assigned by the department or management.

Minimum Requirements:

• Higher secondary or equivalent.
• Minimum 2 years experience in operations.
• Possess strong leadership skills.
• High level of respect and integrity.
• Positive and upbeat attitude.
• Completed task trainer/group trainer programs, or a similar course in conducting training to an individual or group.
• Minimum 1 year supervisory experience supervising a team of 10+ staff.
• Minimum 1 year cash handling experience.
• Experience in working with EATEC.
• Arabic, Russian, Farsi or Chinese proficiency.