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 managers 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 
  
  

• 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
  
  

• 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