Supervisor, Entertainment Operations

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 the team members 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 colleagues involved, ensuring the quality and efficient service is provided to customers and health and safety measures are fulfilled properly in an accurate and timely manner

Real time support on all operation issues and key problem-solving contact for front line colleagues

To stand-in for Assistant Manager and Manager when he/she is not present and supervise the team

Assist 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 Operations

Provide leadership and direction to the team and to lead by example. Ensure smooth operations and services among the team

Conduct training and keep up the service quality for the team

Responsible for the overall floor operations namely supplies and merchandise ordering and replenishment, till operation, visual information and merchandising display, team coaching and supervision, team rostering, venue tidiness, etc.

Assist in crowd control at various event venues and admission gates

Possess thorough understanding of department’s SOPs and updates with reference to operation

Handle 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 assessments

Coordinate rosters and ensure enough qualified colleagues in attendance according to the operational requirement to operate the facility to expected standards

Maintain 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 system

Ensure smooth operations of auditing process and ensure system input are correctly completed on time

Adhere to all Company policies and procedures

Ability to host an event as an event organizer or supervise and support the event whilst another colleague is hosting it

Delegate tasks appropriately and in a timely manner

Allocate breaks for team members and organize appropriate cover when required

Report accidents, injuries, unsafe work conditions and / or security issues to Assistant Manager

Perform other reasonable job duties as assigned by Assistant Manager from time to time

Assist in the management, coaching and development of the team to ensure competency and delivering of excellence service

KEY PERFORMANCE INDICATORS:

Excellent communication skills

Brilliant customer services & public relations skills

Professionally presented and behaved

Willingness to learn

Ready 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 through

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 and 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

Skills in reviewing, developing and managing operational procedures

REQ11165