AGM - Operations

An Operations Manager is a professional who ensures that everything runs smoothly from one day to another. They maximize processes and procedures while meeting customer expectations in terms of cost-effectiveness.

• Ensuring all Park operations are carried on in an appropriate, cost-effective way.
• Improving operational management systems, processes, and best practices
• Find ways to increase the quality of customer service
• Manages daily operation of Park Services employees. Ensures that facility cleanliness standards are maintained at all times
• Develop and implements programs to improve guest and employee satisfaction. Ensure appropriate and timely investigation and responses to guest and employee concerns
• Ensures that all safety procedures are understood and followed by providing up-to-date safety training to all employees
• Knowledge of operating budgets and adjusting operations as necessary to identify and control budgets.
• Analyzing customer feedback and providing strategic direction to continuously improve the overall rating.
• Provide upscale guest service experiences for clients throughout the day in Park.
• Ensure clients are properly greeted upon their arrival.
• Ensure that team should promptly addresses guests requests, like Ride Information, Restaurants, and Lost and Found.
• Actively listen to and resolve complaints.
• Ensure special guests, like disabled people, children, and VIPs, receive personalized services.
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
• Promote all Park amenities, conveniences and programs offered.
• Manage guest relations team (including Receptionists) to ensure we comply with all standards and operating procedures.
• Appraise the team’s performance and produce regular reports.
• Examine daily duties, assign tasks, and check on progress.
• Analyses customer feedback from NPS and online reviews and suggest ways to improve ratings
• Establish friendly relationships with regular Park clients
• Develop and implement security strategies, Policies, procedures, protocols, budget control, and Communicate. Managing security agency, equipment, and technology
• Check the staffing, scheduling, and training of the housekeeping team to maintain the highest degree of cleanliness, infection control local standards, and quality visitor care
• Assisting to recruit quality drivers, maintaining records of the vehicle, servicing inspection, scheduling, analyzing fleet data, and developing the strategy

Requirements

• Preferred applicants will have strong leadership skills.
• Proven work experience as a Guest Relations Manager, Hotel Manager, or similar role
• Understanding of Park management best practices and relevant laws.
• Hands-on experience with NPS software.
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Excellent organizational skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• MBA degree in Tourism Management, Hospitality Management, Business Administration or relevant field