Senior Manager Operations

Roles and Responsibilities

• Supervise and evaluate the team including recruitment, training, development plans and all departmental policies.
• Maintain departmental health & safety documents, policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate.
• Implement strategies to maintain and improve guest satisfaction survey, happiness survey and mystery shopper.
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings.
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs.
• Handle any routed guest complaints, take corrective action and route related communications to appropriate colleagues.
• Manage any emergency situations that may arise in order to minimize possible damage, loss or injury to any guests, colleagues or company property.
• Prepare the annual operating and capital budget.
• Participate in the park duty manager program.
• Fulfill any additional tasks/projects as required.

Financial Accountability

• Develop the department Budget/OPEX/CAPEX annually.
• Analyze, control and monitor/report operating expenses and labor expenses.
• Maintain building, facilities, equipment and supplies in order to minimize damage, reduce waste and control costs.
• Approve purchases per institutional procurement policy.
• Actively seek and implement other products and packages to increase other park revenue.

Minimum Requirements

• Bachelor’s degree in relevant subject.
• Working at Height (OSHAD compliant) qualification.
• Advanced financial skills (P&L) and ability to prepare and manage a budget.
• Develop team for social and cultural events.
• Ability to speak additional languages.

Desired Candidate Profile

• Manage the departmental budget to establish proper ordering of necessary supplies.
• Manage overall daily operation readiness while maintaining integrity of ride systems.
• Occasionally take part in the department duty manager program (OPS 1) for the Operations department.
• Work closely with the Health and Safety department on safety initiatives that benefit the wellbeing of the guests and colleagues.
• Actively participate in safety related trainings for the Rides and Attractions team.
• Implement strategies to improve operational systems.

Essentials

• Higher secondary or equivalent.
• Minimum 3 years’ experience leading teams within a theme park, hospitality or retail environment with demonstrated success.
• Available to work varying shifts/hours based on business need, to include opening, mid-, and closing shifts, nights, weekends, and holidays.
• Worked in the leisure/entertainment industry for a minimum of 5 years.
• Excellent interpersonal and communication skills.
• Strong leadership skills.
• Able to work independently.
• Excellent guest services skills.
• Excellent decision-making skills.
• Able to tactfully handle stressful situations.
• Maintain confidentiality and respect and observe company protocols.
• Computer skills, able to prepare basic reports in Excel, presentations in PowerPoint.
• Basic financial skills and knowledge (P&L).
• Excellent spoken and written English skills.