Assistant Manager, Entertainment Operations
city of dreams
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 OperationsTo stand-in for the Manager when he/she is not present and to supervise the teamTogether with the Manager, develop initiatives and procedures for various departments to improve service deliveryProvide leadership and direction to staff and to lead by example to ensure smooth operations and services among the teamOrganize daily operation briefing and ad-hoc meetings.Ensure effective communication on the development and maintenance of all SOP among the teamEnsure that all team members are well briefed and informed on all Standard Operating ProcedureResponsible 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 operationTake lead in the training of employees to ensure conduct, appearance, performance and succession objectives are metKeep well informed and up-to-date with current and future promotions within COD.Educate staff to introduce and cross promote offerings to guestsCoordinate 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 mannerAble to perform routine maintenance checks, safety checks and risk assessmentsMaintain a thorough understanding of the policies and procedures for all emergency situations and to ensure they are handled in accordance with department SOPsDevelop and maintain an accurate product configuration of all entertainment activities in the systemInspect all facilities/venues on a day-to-day basis, ensuring that relevant standards of presentation and cleanliness are adhered toProduce required financial and analytical reports on performance and operation on a daily basisMaintain accurate daily, MTD, YTD financial records including all cash floats reports by operational teamEnsure all sales activities meet the requirements of law & legislationEnsure all transaction records and supporting documents are kept well for all transactionsLiaise with internal and external parties on logistics and related developmentReport accidents, injuries, unsafe work conditions and / or security issues to supervisorsRepresent management in the handling of guest complaints, compliments and suggestions in a tactful and diplomatic manner to minimize negative impact to the companyTo report to the Manager in any unforeseen circumstances and to hold meetings with various department to resolve any issuesPerform other reasonable job duties as assigned by the ManagerKEY PERFORMANCE INDICATORS:
Excellent communication skillsStrong organizational & leadership abilitiesWillingness to learnReady to work at irregular hours, including weekends and eveningsTo maintain the best condition of venues at all timesTo minimize complaints from guestsTo achieve Five-star rating for courtesy services, grooming and presentationDemonstrates the ability to look for improvementAssist to manage and monitor daily operations of all the entertainment venuesQUALIFICATIONS:
Experience
At least 3 years working experience and at least 2 years in supervisory roleEducation
University graduateSkills / Competencies
Good command in both written and spoken Cantonese, Mandarin and EnglishBe people oriented with good social skillsSkills in managing time, setting priorities and organizing workAbility to work independently in a fast-paced and growing businessStrong problem solving skillsLeadership abilitiesMicrosoft Office application experience (Excel, Word)Ability to work on flexible shift including weekends and holiday on rotation basisWork collaboratively and communicate with senior management teamMaintain 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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