Supervisor, Entertainment Operations

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 staffs 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 staff 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 staffs
• 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 staff 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, staff coaching and supervision, staff 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 staff 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 staff 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 staff 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