Job Title: Operations Manager – Dungeon Shanghai

Division: New Openings Division

Reporting to: General Manager

Direct Reports: Duty Managers

Scope of Job:

Responsible for the day to day smooth and profitable operation of the attraction through a dynamic approach to delivering exceptional visitor experiences. Responsible for proactively delivering all operational requirements of the business through leadership and strong people management. Assumes responsibility for the attraction in the absence of the General Manager.

Key Objectives:

? To ensure visitors and employees are entering a clean and safe environment that meets health & safety standards as set by the company as well as local rules and regulations at all times.

? Assist with the effective management of commercial areas of the business ensuring a seamless visit consistent with the corporate brand image. Delivering an experience that is presented and maintained to the highest corporate standards in all areas at all times.

? Act as a Duty Manager as and when business needs dictate ensuring that the presentation of the site meets the quality standards set and that the entertainment provided is of a consistently high quality.

? Take ownership and deliver initiatives to overcome any obstacles to ensure the smooth running of the building and operation and follow initiatives through to resolution.

? Assist with the implementation of cost control measures in all commercial spend areas, to ensure the maximisation of profit at all times.

? Oversee the performance and duties of cashiers and the treasury function. Ensure the secure management of all monies and other payment methods. Report on any discrepancies, carrying out audits on a timely and consistent basis.

? To assume responsibilities of the General Manager in his/her absence, liaising with Senior Management when appropriate.

Main Responsibilities:

? Ensure consistent delivery of the brand proposition and customer service standards, with particular emphasis on management and motivation of the team.

? Initiate regular communication with department heads regarding commercial targets, quality standards, cost control, staffing levels and operational issues.

? Assist the General Manager to support PR and Marketing activities in order to generate visitor numbers and revenue for the attraction.

? Work directly with the General Manager to develop, long-term plans, staff development and succession planning, risk management and health and safety standards.

? In the absence of the General Manager, maximise profile of business locally and regionally and ensure tourism strategies are inclusive of our own business needs.

Taking final responsibility for all business area’s execute short term decisions accordingly. When needed liaise with head-office roles or Business Unit Head.

? Proactively manage any complaints as per the policy and ensure that records are maintained for future review.

? Application of sound business knowledge to carry out staff reviews, inductions, probationary sign off, appraisals and interviews.

? Arrange staffing levels and rotas to cover the needs of the business within budget guidelines.

? Effectively manage revenue and cost centres to deliver profit target and ensure swift and decisive reaction to business downturns exploring opportunities to increase profit whenever possible.

? Operate a system of cash/stock control spot-checks on a regular basis to minimise opportunities of risks of theft/misappropriation, based upon audit guidelines and controls.

? Deliver consistent performance against set targets on key customer satisfaction measures and carry out daily/weekly reviews of KPI’s/Weekly Performance Summary in order to operate an effective lead price review process.

? Carry out Operational Quality Standards training with the existing team (every 3 months) and all new starters (within a week of starting work).

上班地址：南京东路悦荟广场上海惊魂密境