Operations Support Manager

This position manages an area of the Operations department, including all
areas of Rides and Attractions, and Guest Services.
* Within the Rides and Attractions area, this position oversees efficiency, colleagues, and guests while also ensuring that the department runs smoothly in accordance with park policies and procedures. Ensuring continual improvement and the initiatives are delivered
* Within the Guest Services area, this position ensures exceptional guest care is being provided, and revenue is being generated so that it may contribute to the overall goals and financial sustainability
General Scope
* To ensure that all colleagues are adequately trained for specific roles and positions, and that ongoing training takes place to enhance colleague's competence and customer service
* To ensure all guest and colleague incidents are appropriately managed, recorded, and reported and are satisfactorily resolved while adhering to the policies and procedures
* To manage any emergency situations that may arise to minimize possible damage, loss, or injury to any guests, colleagues, or company property
* To regularly observe the team in the operation, review operational performance and lead the team to success in a positive manner
* Review & create departmental manuals, standard operating procedures, and performance standards to ensure these are up to date, and correct, and propose changes as appropriate to ensure high levels of customer service.
* To assist the Operations Manager in monitoring the department budget by ensuring that the specific area being managed is not exceeding its allocated budget for all expenditure lines
* To perform performance appraisals, coaching, feedback, and disciplinary sessions where necessary to review and improve colleague performance as per company policy.
* To regularly take part in the Park Duty Manager program
Guest Service Specific Scope
* Ensure their area meets financial targets as set by their departmental manager through tracking expenditures and revenue and as appropriate taking action to affect either
* Coordinate any inventory/stock take activities required in their area, ensuring sufficient stock always remains on hand and reducing stock loss/wastage
* Facilitate efficient, convenient, and secure entry processing
* Handle any guest complaints and route related communications to appropriate staff or team
* Ensure that lost & found policies are always followed, and storeroom/inventory are well organized
* Update and familiarize with ongoing promotions
* Liaise with other departments to manage efficient park operations
* Respond to the web inquiries regards to ticket extensions or other requests
* Represent Guest Services Manager during his/her absence
Rides and Attractions Specific Scope
* To manage overall daily operation readiness while maintaining the integrity of the ride systems
* To regularly take part in the Operations Duty Manager Program (O.P.S. ‎1)
* To report any safety concerns to the Operations Manager to always maintain the highest standard of safety and hygiene.
* To manage operational efficiency in the park to enhance the guest experience and reduce operational costs
* To take immediate corrective action with the Operations Manager where incidents are reported
* To ensure all policies, procedures, manuals, risk assessments, and ride checklists are in place and reviewed periodically for the adequacy
* In the absence of the Operations Manager, the Operations Support Manager will be required to fulfill the H.O.D. The function of the department so that department can continually operate in an efficient manner and continue to communicate effectively with the rest of the business.
* To observe ride efficiency and throughputs within their designated area of the Operations Department to ensure that all rides and attractions are operating efficiently and achieving reasonable throughput targets.
To be considered for this role, you will need to have:
* Educated to degree level or Diploma in a relevant subject
* Minimum ‎2 years of rides & attractions and/or handling ticketing experience and minimum ‎3 years of leadership experience
* Must be available to work varying shifts/hours based on business needs; mid and closing shifts; nights, weekends, and holidays
* Completed task training and/or group trainer programs, or a similar course in conducting training for an individual or group
* Excellent interpersonal and communication skills
* Strong leadership skills
* Excellent team player with the ability to lead from the top and be an inspirational role model for the department
* High level of respect and integrity, Ability to easily adapt to change, and a bility to work under pressure
* Excellent spoken and written English skills