REQ11165 Supervisor, Entertainment Operations (Open)

POSITION SUMMARY:

The primary function of Supervisor is to offer Five-Star quality of service, courtesy and safety to guests who are attending all our entertainment activities. The supervisor is responsible for supervising the team to ensure smooth operation and to provide services to guests. To train and manage staffs to ensure the highest service quality standards are achieved. Responsible for all entertainment venues, ensuring customers enjoy their experience and their queries are responded on a daily basis. This position requires strong dynamic communication with all business units in City of Dreams.

PRIMARY RESPONSIBILITIES:

Supervise all staff involved, ensuring the quality and efficient service is provided to customers and health and safety measures are fulfilled properly in an accurate and timely mannerReal time support on all operation issues and key problem-solving contact for front line staffsTo stand-in for Assistant Manager and Manager when he/she is not present and supervise the teamAssist to create and implement new product, service, offerings and all sort of offering to consistently enhance customer experience for all operation units and venues under Entertainment OperationsProvide leadership and direction to staff and to lead by example. Ensure smooth operations and services among the teamConduct training and keep up the service quality for the teamResponsible for the overall floor operations namely supplies and merchandise ordering and replenishment, till operation, visual information and merchandising display, staff coaching and supervision, staff rostering, venue tidiness, etc.Assist in crowd control at various event venues and admission gatesPossess thorough understanding of department’s SOPs and updates with reference to operationHandle guest enquiry in a courteous and efficient manner and report guest complaints or problem to Assistant Manager if necessary.Able to perform routine maintenance checks, safety checks and risk assessmentsCoordinate rosters and ensure enough qualified staff in attendance according to the operational requirement to operate the facility to expected standardsMaintain accurate daily, MTD, YTD financial records including all cash floats reports by your operational team                                                                      Develop and maintain an accurate product configuration of all entertainment activities in the systemEnsure smooth operations of auditing process and ensure system input are correctly completed on timeAdhere to all Company policies and proceduresAbility to host an event as an event organizer or supervise and support the event whilst another colleague is hosting itDelegate tasks appropriately and in a timely mannerAllocate breaks for staff and organize appropriate cover when requiredReport accidents, injuries, unsafe work conditions and / or security issues to Assistant ManagerPerform other reasonable job duties as assigned by Assistant Manager from time to timeAssist in the management, coaching and development of staff to ensure competency and delivering of excellence service

KEY PERFORMANCE INDICATORS:

Excellent communication skillsBrilliant customer services & public relations skillsProfessionally presented and behavedWillingness to learnReady to work at irregular hours, including weekends and evenings

QUALIFICATIONS:

Experience   

At least 3 years working experience in senior role

Education

Degree or Diploma

Skills / Competencies

Ability to follow throughGood 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 and strong 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 teamSkills in reviewing, developing and managing operational procedures