Team Leader - Dubai

IdeaCrate Edutainment Company LLC; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

IdeaCrate Edutainment Company LLC in Dubai, operating Orange Wheels, seeks an Operations Manager to lead the centre, supervise daily operations, enforce SOPs, manage cafe and event spaces, and ensure premium edutainment experiences for children.

You will drive staff motivation, monitor attendance, train the team, handle customer complaints, coordinate parties, and report on sales, safety, and quality to the Area Manager.

Qualifications

• Leadership and motivation for team management.
• Analytical thinking and problem solving to improve operations.
• Customer service focus with complaint resolution.
• Coordination across departments and vendors.
• Adaptability to dynamic environments and changes in daily plans.
• Implementation of security measures and risk management.

Responsibilities

• Oversee daily operations of the Orange Wheels centre to ensure smooth functioning and grooming standards.
• Lead Sales and Revenue Management by guiding the team to reach weekly targets and maintain sales boards.
• Deliver exceptional customer experiences across play areas, cafe, party hall, and retail spaces.
• Provide regular Reporting and Analysis through internal SharePoint data on maintenance, inventory and attendance.
• Coach and develop the team, promote SOP adherence, and recognise staff performance.
• Address maintenance issues promptly and coordinate with teams for risk mitigation and safety.

Skills

Leadership

Analytical thinking

Problem-solving

Customer service

Coordination

Adaptability

Security & risk management

Job description

Lead and inspire the Orange Wheels team to deliver exceptional customer experiences, ensure smooth day-to-day operations, adherence to SOPs, and drive growth, to uphold Orange Wheels' commitment to providing a premium edutainment experience for children.

Key Responsibilities:

• Daily Operations
• Supervise the day-to-day operations of Orange Wheels centre, ensuring adherence to grooming standards.
• Implement and uphold promotional activities to drive engagement and customer loyalty.
• Conduct regular 15-minute daily briefings for the team.
• Monitor and minimize absenteeism to ensure operational efficiency.
• Encourage and motivate employees, serving as a role model and example.
• Enforce a no-phone policy for employees to maintain a focused and safe environment.
• Oversee inventory in the cafe, maintaining office supplies, and ensuring timely ordering of materials.
• Manage the frequent occurrence of parties, ensuring smooth coordination and supervision.
• Submit daily End-of-Day (EOD) reports to the Area Manager, Finance, and Regional Manager.
• Ensure SOPs are followed with 100% adherence.
• Be ready to lend a hand with additional tasks when colleagues in OW are unavailable, ensuring a seamless workflow and strong team support.
• Sales and Revenue Management
• Contribute to achieving weekly sales targets by effective managing of the team.
• Regularly update the daily sales board, offering in-depth insights into sales metrics and trends for the team's awareness and analysis.
• Customer Experience
• Lead the delivery of exceptional customer experiences, ensuring play areas, cafe, party hall, and retail spaces meet high standards.
• Manage the kids and parents, with specific guidelines for weekdays and weekends.
• Address and resolve customer complaints promptly, implementing necessary measures for cleanliness and satisfaction.
• Reporting and Analysis
• Manage internal data in SharePoint related to maintenance, inventory, and attendance.
• Provide proper communication channels, especially in risk mitigation situations.
• Address maintenance issues promptly, ensuring timely resolution even in emergencies.
• Team Leadership and Development
• Motivate the team by setting an example, following SOPs, and ensuring their adherence.
• Incorporate motivational strategies, such as a \"Quote of the Day\" and daily sales board updates.
• Encourage employee suggestions, communicate with the area manager regarding IT concerns, and implement recognition schemes.
• Recognize the need for customer service training and ensure it is implemented for the team.

Knowledge

• Operational management in edutainment
• Customer experience strategies
• Sales and revenue management
• Quality assurance measures
• Health & hygiene standards in child-centric environments
• Inventory management
• Ordering processes and coordination of operational needs

Skills

• Leadership and motivation
• Analytical thinking
• Problem-solving
• Customer service and complaint resolution
• Coordination with various departments
• Adaptability to dynamic environments
• Implementation of security measures and risk management

Key Performance Objectives

• To achieve weekly & monthly sales targets of orange wheels
• To implement effective strategies to drive sales & upselling
• To adhere all the SOPs
• To conduct regular audits to ensure safety & quality compliance