Operations Team Leader

Operations Team LeaderJob DescriptionTo ensure a smooth and efficient operation. The role impacts on the opening, daily operation and closing of the museum. The role is instrumental in creating unforgettable memories for guests and colleagues.This position oversees the colleague provision of the experience in terms of queue line management, colleague position placement and entering / exiting guests, handling guest enquiries, lost and found, complaints and friendly guest relations.Job ScopeDevelop the operations team to provide outstanding service through daily supervision of operations at areas that operations are required to assistManages a team offront-line colleagues to include their on the job training, daily attendance, grooming, coaching, appraisals and personal development plansEngender a culture of positivity and teamwork within the department, across all levelsSchedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivityas well as maintaining colleagues’ well-beingCoach and discipline colleagues in a fair and consistent manner in order to motivate and improve performanceEnsure that all safety rules and procedures are being adhered to at all timesEnsure that policies, proceduresand performance standards that are in place in the department are being followedEnsure a clean and safe operating environment and raise any deficiencies to a manager’s attentionEnsure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriatelyDeal with any internal or external requests and issues that are beyond the scope of their front line colleaguesUpdate lost & found inventories and prepares the items for distribution when necessaryTrain staff on promotions/discounts programs and upsell to meet related goalsTrain staff on point-of-sales automated system using Omni ticketing softwareConduct departmental training as requiredConduct communication briefings as requiredUse BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performanceHandle guests concern courteously and fairly, provide appropriate, available and achievable service recovery as neededPerform the tasks of Immersion guides as requiredRespond, and action web enquiries related to operationsAny other related duties as assigned by the department or managementJob EssentialsHigher secondary or equivalentExcellent communication skills (reading, writing, and speaking) in EnglishAbility to use Microsoft Office to a good standard (Outlook, Teams, Word, Excel and PowerPoint)Good problem-solving skillsAnalytical skills (to identify trends in provided data)Ability to act quickly and think on your feetJob DesirablesCompleted task trainer/group trainer programs, or a similar course in conducting training to an individual or groupMinimum 1-year supervisory experience managing a team of 10+ staffKnowledge of museums, theme parks and attractions, specifically Operational departments#J-18808-Ljbffr