REQ11409 Assistant Manager, Entertainment Operations (Open Date: 20/01/2025)
POSITION SUMMARY:
The primary function of Assistant Manager is to offer Five-star service quality, courtesy and safety to customers who are attending all entertainment activities in City of Dreams. The Assistant Manager is responsible for supporting the Manager of Entertainment Operations. On a daily basis, tasks include but are not limited to the planning of ticket sale schemes, ensuring effective administration of operational procedures, financial reports, customer service, complain handling and supporting the team. This position requires strong dynamic communication with all business units and all internal and external parties.
PRIMARY RESPONSIBILITIES:
- Assist to manage and monitor the day-to-day operations of all Entertainment venue and functions including but not limited to the operation of box office, front of house, retail, F&B etc.
- Assist to create and develop new product, service and all offerings to consistently enhance customer experience for all operation units and venues under Entertainment Operations
- To stand-in for the Manager when he/she is not present and to supervise the team
- Together with the Manager, develop initiatives and procedures for various departments to improve service delivery
- Provide leadership and direction to staff and to lead by example to ensure smooth operations and services among the team
- Organize daily operation briefing and ad-hoc meetings.
- Ensure effective communication on the development and maintenance of all SOP among the team
- Ensure that all team members are well briefed and informed on all Standard Operating Procedure
- Responsible for developing, organizing and implementing all activities e.g., promotion, parties, event, products etc.
- Supervise staff duties and responsibilities so that staff could learn to deliver every aspect of the business e.g., cleaning, courtesy, professionalism and daily operation
- Take lead in the training of employees to ensure conduct, appearance, performance and succession objectives are met
- Keep well informed and up-to-date with current and future promotions within COD.
- Educate staff to introduce and cross promote offerings to guests
- Coordinate rosters to ensure sufficient qualified staffs are in attendance, in accordance with the operational requirements to operate the facility to the expected standard
- Allocate breaks for staff and delegate tasks appropriately to provide staff cover in a timely manner
- Able to perform routine maintenance checks, safety checks and risk assessments
- Maintain a thorough understanding of the policies and procedures for all emergency situations and to ensure they are handled in accordance with department SOPs
- Develop and maintain an accurate product configuration of all entertainment activities in the system
- Inspect all facilities/venues on a day-to-day basis, ensuring that relevant standards of presentation and cleanliness are adhered to
- Produce required financial and analytical reports on performance and operation on a daily basis
- Maintain accurate daily, MTD, YTD financial records including all cash floats reports by operational team
- Ensure all sales activities meet the requirements of law & legislation
- Ensure all transaction records and supporting documents are kept well for all transactions
- Liaise with internal and external parties on logistics and related development
- Report accidents, injuries, unsafe work conditions and / or security issues to supervisors
- Represent management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner to minimize negative impact to the company
- To report to the Manager in any unforeseen circumstances and to hold meetings with various department to resolve any issues
- Perform other reasonable job duties as assigned by the Manager
KEY PERFORMANCE INDICATORS:
- Excellent communication skills
- Strong organizational & leadership abilities
- Willingness to learn
- Ready to work at irregular hours, including weekends and evenings
- To maintain the best condition of venues at all times
- To minimize complaints from guests
- To achieve Five-star rating for courtesy services, grooming and presentation
- Demonstrates the ability to look for improvement
- Assist to manage and monitor daily operations of all the entertainment venues
QUALIFICATIONS:
Experience
- At least 3 years working experience and at least 2 years in supervisory role
Education
Skills / Competencies
- Good command in both written and spoken Cantonese, Mandarin and English
- Be people oriented with good social skills
- Skills in managing time, setting priorities and organizing work
- Ability to work independently in a fast-paced and growing business
- Strong problem solving skills
- Leadership abilities
- Microsoft Office application experience (Excel, Word)
- Ability to work on flexible shift including weekends and holiday on rotation basis
- Work collaboratively and communicate with senior management team
- Maintain physical stamina and proper attitude, and the ability to deal effectively with guests, management, employees while working under pressure and meeting deadlines
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