Operations Senior Manager

Opportunity for UAE Nationals holding a Family Book.

Miral Experiences is a region’s leader in the management and operation of world-class, award-winning immersive attractions and experiences across Abu Dhabi. Our diverse portfolio includes some of the most iconic entertainment and leisure destinations, including Ferrari World Yas Island Abu Dhabi, Yas Waterworld Yas Island Abu Dhabi, Warner Bros. World™ Yas Island Abu Dhabi, SeaWorld Yas Island Abu Dhabi, CLYMB™ Yas Island Abu Dhabi, and TeamLab. Phenomena Abu Dhabi, and CLYMB™ Abu Dhabi, as well as cultural treasures like Qasr Al Watan.

Job Scope:

• Supervise and evaluate Operations team
• Manage colleagues to include they're on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Recruit efficient colleagues, develop and train them for future leaders
• Ensure that all colleagues are effectively multi-skill and cross trained to support fluctuating business needs at all locations
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings
• Ensure department policies, procedures and performance standards are being implemented and maintained through their area
• Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services
• Review departmental health & safety documents on a timely basis
• Review accuracy of checklists and records completed in their area and analyze as needed
• Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue
• Supervise and evaluate Operations team
• Manage colleagues to include their on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Recruit efficient colleagues, develop and train them for future leaders
• Ensure that all colleagues are effectively multi-skill and cross trained to support fluctuating business needs at all locations
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings
• Ensure department policies, procedures and performance standards are being implemented and maintained through their area
• Review departmental policies, procedures and performances standards to ensure these are up to date, correct and purpose changes as appropriate to ensure high levels of customer services
• Review departmental health & safety documents on a timely basis
• Review accuracy of checklists and records completed in their area and analyze as needed
• Work with management colleagues to establish department budget and set yearly goals to achieve maximum sales and net revenue
• Develop strategies for the efficient use of staff within and between departments
• Coordinate any inventory/stock take activities required in the area ensuring sufficient stock always remains on hand and reducing stock loss/wastage
• To generate financial and attendance reports as required for daily, weekly, monthly and yearly periods using MS Excel and BOS ticketing systems
• Lead and contribute to meetings and presentations as required
• Develop and maintain effective working relationships with colleagues, partners & third party stakeholders
• Working closely with other departments to coordinate promotions that increase attendance
• 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
• Assist in planning all future operations that might need to meet the anticipated increased attendance growth
• Implement strategies to maintain, improve guest satisfaction survey, happiness survey and mystery shopper
• Implement strategies to improve operational systems
• Prepare the annual operating and capital budget
• Produce a monthly status report for KPI’s
• Ensure that all Operation department colleagues provide the best possible services to the guest
• Identify trends managing passive income streams and make recommendations for improvement
• Handle any routed guest complaints, take corrective action and route related communications to appropriate colleagues
• Ensure that corrective action is taken where discrepancies are found in the business
• Participate in daily operations alongside their colleagues setting a positive example
• Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities
• To complete any additional tasks provided by the line manager
• Participate in the duty manager program
• Assist in other Departments when Needed e.g. Guest Services/Retail.
Role Essentials:

• UAE National holding a Family Book
• Excellent interpersonal and communication skills
• Strong leadership skills with ability to tactfully handle stressful situations
• Excellent guest services and decision-making skills
• Negotiate and resolve conflicts
• Maintain confidentiality and respect and observe company protocols
• Computer skills, able to prepare reports in excel, presentations in power point.
• Must be comfortable working in challenging outdoor weather conditions.
Role Desirables:

• 5 years in guest facing role.
• Develop team for social and cultural events
• Ability to speak additional languages
• Fluency in English, written and spokenDon't hesitate to apply and join the Operations Team at Yas Water World Abu Dhabi!