Senior Guest Experience & Operations Manager

European Association of Zoos and Aquaria; United Arab Emirates; Sur place; AED 300 000 - 520 000; Plein temps

Résumé du poste

Warner Bros. World Abu Dhabi is seeking a Guest Services Senior Manager to oversee daily operations of guest services, optimize visitor experience, and drive revenue and financial sustainability.

You will partner with the Operations Senior Manager and management to set priorities and lead a multi-location team including ticketing, admissions, parking, and information desks. Responsibilities include budgeting, cost control, staff development, compliance, and delivering outstanding service while

Qualifications

• Higher secondary or equivalent.
• 3 years leadership experience in operations.
• Excellent interpersonal and communication skills.
• Strong leadership skills.
• Able to work independently.
• Excellent guest services skills.
• Excellent decisions making skills.
• Ability to tactfully handle stressful situations.
• Negotiate and resolve conflicts.
• Maintain confidentiality and respect and observe company protocols.

Responsabilités

• Develop the department budget/capex annually.
• Analyse, control and monitor/report operating expenses and labor expenses.
• Maintain building, facilities, equipment and supplies to minimise damage and costs.
• Approve purchases per policy.
• Seek and implement other products and packages to increase park revenue.
• Supervise and evaluate Guest Services team.
• Recruit and train colleagues for future leaders.
• Ensure multi-skill training across locations.
• Communicate information through department meetings and briefings.
• Motivate colleagues with incentives and recognition programs.
• Ensure policies and standards are implemented and maintained.
• Review policies and performances standards for updates.
• Review health & safety documents timely.
• Ensure accurate checklists and records; analyze as needed.
• Set yearly goals to achieve max sales and net revenue.
• Develop staff utilization strategies across departments.
• Coordinate inventory/stock takes to reduce loss.
• Facilitate efficient entry processing.
• Generate financial and attendance reports using Excel and BOS systems.
• Lead meetings and presentations as required.
• Maintain relationships with colleagues, partners & third parties.
• Coordinate promotions to increase attendance.
• Manage BOS ticketing system and reports on variance initiatives.
• Contribute to KPIs and strategic plans with guest service insights.
• Monitor external & internal audits for accuracy.
• Ensure compliance with contracts and agreements.
• Identify opportunities to maximise profit and efficiency.
• Assist planning for future guest service operations with attendance growth.

Connaissances

Interpersonal skills

Leadership

Independence

Guest services

Decision making

Stress management

Conflict resolution

Confidentiality

Excel/PowerPoint

Formation

Bachelor’s Degree

ISO Auditor Certification

Description du poste

Warner Bros. World Abu Dhabi is seeking a Guest Services Senior Manager to oversee daily operations of guest services, optimize visitor experience, and drive revenue and financial sustainability.

You will partner with the Operations Senior Manager and management to set priorities and lead a multi-location team including ticketing, admissions, parking, and information desks. Responsibilities include budgeting, cost control, staff development, compliance, and delivering outstanding service while