Manager - Park Operations

Job description / Role

Building Fun
Join the team of the first LEGOLAND Park in the Middle East and help us create amazing experiences for families from around the world. At LEGOLAND Dubai we rely everyday on our Model Citizens (employees) in meeting our ultimate goal of bringing the LEGO values of creativity, imagination, learning, quality and fun to life and deliver truly memorable experiences to our guests.

With over 40 interactive rides, live shows and attractions you will be able to find a diverse range of career opportunities in one of the most unique and stimulating work environments you could imagine.

Come and work where work is PLAY. At LEGOLAND we make every child a HERO!

Play Your Part
Lead, maintain, continually improve and uphold the safe operational delivery of the LEGOLAND Dubai Theme Park (Attractions) and LEGOLAND Waterpark (Lifeguards) while ensuring the company standards and values are met and developed through working relationships with all levels. To provide direction to the Attractions and Lifeguards team through departmental assistant managers and supervisory team. To implement procedures, trainings to nurture a behaviour where the health and safety of our guests and staff is of paramount priority while providing the highest standards of guest satisfaction.

Main Duties:

Operations

- To provide safest possible environment to the guests and staff within the parks・ facilities.
- Exceed guest expectations through ensuring departmental teams deliver to agreed service standards.
- Ensure all required trainings are organized and implemented for Attractions and Lifeguards teams to required standards.
- Working alongside key operational stakeholders of both parks facility to ensure all standards and KPI's are met.
- Show a well-developed sensitivity to customer needs by continually monitoring employee and guest interaction and acting on departmental results such as Mystery Shopper and customer satisfaction scores.
- Carry out the role of Park Duty Manager on a rota basis.
- Ensure departmental documentation, COSWPs, risk assessments are carried out in line with procedures and are updated regularly as ongoing "live" documents.
- Actively demonstrate the company values to all colleagues.
- Chair regular meetings with direct team and attend regular meetings with senior team.
- Establish and maintain effective lines of communication throughout the departments by providing operational presence.

Marketing

- Liaise with Marketing/Revenue Management teams to communicate occupancy/offers etc.
- Contribute to Resort Dynamic Events, supporting the operational team as and when necessary.
- To promote LEGOLAND Dubai as an employer of choice.

Financial

- Responsible for relevant department budgets, working closely with department Assistant Managers.
- Authorize the issue of complimentary tickets or services when resolving guest complaints.
- Submit and manage future capital projects and expenditure to the Director of Operations.
- Identify and plan for contingencies as required.
- Manage OPEX wages and line items to achieve budgets set.

Development

- Communicate on a continual basis with other senior managers to ensure best practice is achieved across the Resort.
- Monitor proposed and actual changes to current legislation and ensure company compliance (e.g. Health & Safety).
- Involvement in future Theme Park/Waterpark/Resort capital projects and implementation to ensure total project success.
- Recommend and develop new products/ways of working to improve profitability, including maximizing/converting upselling opportunities.
- Use departments historical data and information to maximize commercial opportunities.
- Set and agree individual department objectives in line with the business strategy and team development.

People

- Ensures recruitment is appropriate to business operation and continually monitors key indicators (turnover, absence etc) and ensures that, in liaison with other departments, we support and develop the team.
- Motivate, manage and develop the team in line with company standards and values.
- Promote a fun working environment.
- Apply positive performance management effectively throughout the team and minimize the challenges to the team.

Health & Safety

- Managers are responsible for all aspects of Health, Safety & Security within their department, in line with the Group Policy (HS001).
- In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it.
- They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly.
- Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.

Requirements

Are You a Star?
In order to be qualified for this role you should possess the below criteria:

- Preferable Bachelor's degree or extensive specific experience in the leisure management industry for 5 or above years.
- Requires operational experience of working within a waterpark environment at management level with related customer service and financial experience.
- Experience in budget preparation and control (operating expenses and labour)
- Requires excellent organizational and planning skills, with the ability to execute multiple tasks.
- Strong understanding of the creation and management of risk assessments, SOP's and EAP's within a waterpark or theme park environment
- Self-motivated and demonstrated initiative, with strong problem-solving skills.
- History of supporting colleagues and staff, with demonstrated leadership and management skills.
- Strong problem solving and communication skills
- Must be customer service driven with an understanding of the needs of the guests.
- Requires the ability to make objective decisions quickly under stressful conditions, adapting to new demands and situations while remaining calm.
- Competent in all aspects of Microsoft Office (Word, Excel, e-mail, Power Point) are required.
- Strong administration skills
- Able to focus and prioritize
- Fluent English in both oral and written
- Previous work experience in Hospitality or Theme Park or Waterpark
- Excellent understanding on culture awareness and the unique environment of the UAE
- Plan & organize: All staff meetings

The Best Part of The Story
We offer a competitive salary and benefits package which includes; housing allowance, annual flight allowance, comprehensive medical coverage, life and accident insurance and other generous allowances.

We also care about your career development supported by Learning opportunities for those seeking a long-term future in the Company.

About the Company

Dubai Parks and Resorts offers new heights in experiential entertainment through an inspired concept that brings the best of the east and the west in the entertainment industry. Conceived and developed by Meraas Holding, Dubai Parks and Resorts articulates the Dubai leadership’s vision of positioning the emirate as a compelling global tourist destination.

The first phase of Dubai Parks and Resorts will comprise three theme parks: motiongate™ Dubai, Bollywood Parks™ Dubai, and LEGOLAND® Dubai. The development will also feature Riverland - a grand entrance plaza and Lapita, a family themed hotel. The first phase is scheduled for completion in 2016. Ground work commenced on site in February 2014