Operations Senior Manager (UAEN only) - Ferrari World Abu Dhabi

Job Overview

To ensure a smooth and efficient operation the Operations department in relation to Miral's core values;. The role impacts the managing of the opening, daily operation and closing of the leisure facility. The role is instrumental in creating smiles for guests and colleagues, while protecting and maximizing revenue. Strategic operational and budgetary planning of the department, for both long and short-term initiatives.

This position is responsible for promoting and maintaining exceptional standards for the Operations department. The role oversees and improves upon the day to day operations which may include all areas of Rides and Attractions or Guest Services. This position also supports the Operations Director with the overall running of park operations at the respective leisure facility.

General Scope

• Supervise and evaluate the team including recruitment, training, development plans and all departmental policies
• Maintain departmental health & safety documents, policies, procedures and performances standards to ensure these are up to date, correct and propose changes as appropriate
• Implement strategies to maintain, 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
• To 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
• To fulfill any additional tasks / projects as require

Guest Service Specific Scope

• Manage the departmental budget and set yearly goals to achieve maximum sales and net revenue
• Coordinate any inventory/stock take activities required in the area ensuring sufficient stock remains on hand at all times and reducing stock loss/waste
• Use available technology to generate financial and attendance report as required for daily, weekly, monthly and yearly periods
• To manage BOS ticketing system and ensure that methods are in place to generate applicable reports on effectiveness of variance initiatives
• To contribute to company KPI’s and objectives by contributing guest service information, recommendations to strategic plans and reviews
• To monitor accuracy in external & internal audits
• Assure compliance with all contracts and agreements
• Identify financial and operational opportunities which will maximize profit and efficiency for the Business
• Approve ticket extensions requests and complimentary ticket requests when necessary

Rides and Attractions Specific Scope

• Manage the departmental budget to establish proper ordering of necessary supplies
• To manage overall daily operation readiness while maintaining integrity of ride systems
• To 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

Essential:

• Higher secondary or equivalent
• Minimum 3 years’ experience leading teams within a theme park, hospitality or retail environment with demonstrated success
• Must be 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 decisions making skills
• Ability to tactfully handle stressful situations
• Maintain confidentiality and respect and observe company protocols
• Computer skills, able to prepare basic reports in excel, presentations in power point
• Basic financial skills and knowledge (P&L)
• Excellent spoken and written English skills

Desirable:

• 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
• 5 years of experience leading teams within a theme park, hospitality or retail environment preferred
• Previous experience with ticketing and upselling systems preferred
• Experience with Rides and Attractions in a theme park preferred
• Bachelor’s degree in relevant subject
• Working at Height (OSHAD compliant) qualification