Operations Team Lead -Entertainment

Key Responsibilities:

Shift Leadership & Floor Management

• Conduct pre-shift (morning) and closing briefings to align team members with daily goals, updates, and SOP reminders (e.g. promotions, VIP guests, maintenance issues, hygiene checks).
• Assign specific roles and responsibilities to staff, ensuring proper rotation and fair workload distribution.
• Monitor floor conditions during the shift and proactively reallocate staff if traffic levels or priorities shift.
• Lead by example by being actively present during peak hours and transitions.

Staff Performance Monitoring & Coaching

• Observe team members throughout the day to assess professional behavior, engagement, and task execution.
• Provide on-the-spot coaching and feedback when performance issues arise (e.g. slow guest handling, weak upselling, inattentiveness).
• Escalate serious concerns or disciplinary issues to the Operations Manager with clear context and documentation.
• Recognize and encourage top-performing team members to boost morale and productivity.

• Guest Interaction & Issue Resolution
• Act as the first point of escalation for guest complaints, feedback, or special requests.
• Resolve real-time concerns efficiently and with empathy, keeping guest satisfaction at the core.
• Report VIP visits or sensitive situations (e.g. guest injury, lost items) to the Operations Manager immediately.
• Help the team recover service during delays, technical issues, or sudden crowding.

• Operational, Safety & Compliance Support
• Support the execution of daily and weekly stock checks in your assigned zone (e.g. café stock, gallery props, merchandise).
• Ensure your zone adheres to all safety and cleanliness standards (e.g. hazard signage, team hygiene, clear pathways).
• Enforce compliance with UAE food safety, hygiene, and municipality regulations (e.g. staff hygiene checks, food storage procedures, temperature logs, waste segregation).
• Conduct checklist reviews with the team (opening, closing, safety, hygiene) to ensure standards are consistently met.
• Participate in regular safety drills, equipment checks, and operational readiness routines.
• Maintain proper documentation, including hygiene records, cleaning checklists, and compliance logs, ready for audit.
• Keep logs or handover notes updated for the next shift or department handover.

• Scheduling & Compliance
• Support staff scheduling in line with UAE labor guidelines (e.g. maximum working hours, mandatory breaks, weekly days off).
• Align roster planning with operational needs, peak hours, and forecasted visitor traffic.
• Ensure adequate coverage across all functions without overburdening team members.
• Assist the Assistant Operations Manager in monitoring attendance, punctuality, and leave requests.

• Incident Reporting & Escalation
• Document all incidents (e.g. guest injury, staff accidents, technical failures, safety violations) using the standard reporting system.
• Ensure reports are complete, accurate, and submitted promptly.
• Trigger automated escalation of incident reports to the designated manager(s) and senior management via the communication system.
• Follow up on pending incidents and corrective actions, ensuring accountability and timely resolution.

• Operational Performance Contribution
• Provide shift-level data, observations, and reports to assist with monthly operational performance reviews.
• Highlight recurring issues, staff performance trends, and guest feedback to support management in analysis.
• Recommend improvements to processes, staffing, or training based on recurring shift challenges.
• Ensure all checklists, logs, and compliance documents are properly filed for inclusion in monthly audits and operational analysis.

Job Type: Full-time