Operations Team Leader

Operations Team Leader

Job Description
To ensure a smooth and efficient operation. The role impacts on the opening, daily operation and closing of the museum. The role is instrumental in creating unforgettable memories for guests and colleagues.

This position oversees the colleague provision of the experience in terms of queue line management, colleague position placement and entering / exiting guests, handling guest enquiries, lost and found, complaints and friendly guest relations.

Job Scope:

Develop the operations team to provide outstanding service through daily supervision of operations at areas that operations are required to assist
Manages a team of front-line colleagues to include their on the job training, daily attendance, grooming, coaching, appraisals and personal development plans
Engender a culture of positivity and teamwork within the department, across all levels
Schedule breaks and if required rotate colleagues fairly in order to ensure position coverage, increased productivity as well as maintaining colleagues’ well-being
Coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance
Ensure that all safety rules and procedures are being adhered to at all times
Ensure that policies, procedures and performance standards that are in place in the department are being followed
Ensure a clean and safe operating environment and raise any deficiencies to a manager’s attention
Ensure all departmental checklists i.e. opening and closing checklists are being consistently completed, any required follow-up action is initiated, and forms/records are being filed appropriately
Deal with any internal or external requests and issues that are beyond the scope of their front line colleagues
Update lost & found inventories and prepares the items for distribution when necessary
Train staff on promotions/discounts programs and upsell to meet related goals
Train staff on point-of-sales automated system using Omni ticketing software
Conduct departmental training as required
Conduct communication briefings as required
Use BOS and other reporting tools including Microsoft Excel to track attendance and individual staff performance
Handle guests concern courteously and fairly, provide appropriate, available and achievable service recovery as needed
Perform the tasks of Immersion guides as required
Respond, and action web enquiries related to operations
Any other related duties as assigned by the department or management
Job Essentials:

Higher secondary or equivalent
Excellent communication skills (reading, writing, and speaking) in English
Ability to use Microsoft Office to a good standard (Outlook, Teams, Word, Excel and PowerPoint)
Good problem-solving skills
Analytical skills (to identify trends in provided data)
Ability to act quickly and think on your feet
Job Desirables:

Completed task trainer/group trainer programs, or a similar course in conducting training to an individual or group
Minimum 1-year supervisory experience managing a team of 10+ staff
Knowledge of museums, theme parks and attractions, specifically Operational departments