Job Description

REQ14671 Assistant Manager, Entertainment Operations (Open)

• 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 role also directly supports the daily logistics and operational oversight of interactions, immersive and related experiences, including but not limited to backstage tour program for House of Dancing Water show. 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 Box Offices, Front of House, Retail, F&B, etc.
• Assist to create and develop new product, service, offerings and all sort of offering to consistently enhance customer experience for all operation units and venues under Entertainment operation umbrella
• Coordinate the daily logistics of all related entertainment experience including backstage tour program, supervise the team, and acts as the primary troubleshooter on the floor
• Ensure that all experiences functionality and quality and backstage tours run on time, safety protocols are strictly followed, and customers receive world-class hospitality
• Host high-profile VIPs or celebrities and step in to handle complex customer service issues, complaints, or emergencies
• To stand-in for Manager when he/she is not able to be present and supervise the team.
• Together with Manager, develop initiatives and procedures for the various departments to improve service delivery
• Provide leadership and direction to the team and lead by example. Ensure smooth operations and services among the team
• Organize daily operation briefing and ad hoc meeting. Ensure effective communication on develop and maintain all SOP with updates among the team
• Ensure that all team members are well briefed and informed on all Standard Operating Procedure
• Responsible for developing, organizing and implementing of all activities, e.g. promotion, parties, event, products, etc.
• Supervise the team duties and responsibilities so that team members could learn and deliver every aspect of the business e.g. cleaning, courtesy, professionalism and operation
• Take lead in the training of team members to ensure conduct, appearance, performance, and succession objectives are met
• Keep well informed and up-to-date with current and future promotion within COD. Educate team members to introduce and cross promote offerings to customers
• Coordinate rosters and ensure enough team members in attendance according to the operational requirement to operate the facility to expected standards
• Allocate breaks for team members and delegate tasks appropriately to 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 ensure they are handled in accordance to the 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 is well kept 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 hold meeting with various department to tackle any issues
• Perform other reasonable job duties as assigned by Manager from time to time

KEY PERFORMANCE INDICATORS:

• Excellent communication skills
• Exceptional public speaking and storytelling skills
• Strong organizational & leadership abilities
• Ready to work additional or alternative duties as required
• 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
• To demonstrate 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 year in Supervisory role

Education

• Tourism/hospitality management
• Arts management/administration

Skills / Competencies (please indicate requisite competencies that are qualified for the position)

• 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, busy, and somewhat stressful environment
• Strong problem solving skills under pressure
• Leadership abilities
• Microsoft Office application experience (Excel, Word)
• Ability to work on flexible shift including weekends and holiday on rotation basis
• Ability to work on overtime when needed
• Work collaboratively and communicate with senior management team
• Maintain physical stamina and proper mental attitude, and the ability to deal effectively with guests, management, employees while working under pressure and meeting deadlines