Operation Team Leader Al QANA

Key Responsibilities:

• To be responsible for managing the day to day activities of the operations including man power management and responding to any issues the team may experience.
• To be responsible for the supervision of the Front of House team including monitoring the values of safety, service standards and sales.
• To ensure that the Front of House team is being operated in accordance with the departmental Standard Operating Procedures and processes.
• To perform the duties of Educators or Guest Service Host when necessary
• To adhere to Company Health and Safety procedures, being responsible for your own health and safety, staff and guests, ensuring fire precautions and emergency procedures are carried out as defined.
• To provide the highest standard of guest service, by ensuring every guest of The National Aquarium is treated in a friendly and helpful manner.
• To respond to guest complaints and feedback and utilise appropriate methods of service recovery.
• Ensure all members of the team are meeting the agreed key performance indicators (KPIs).
• To complete all documentation to the standards required by The National Aquarium including but not limited to Scheduling, Performance Tracking, Training Checklists, Employee File Management, Attendance, Cashier Reports and Departmental Communications.
• To liaise with other departments as necessary to ensure the continued smooth operation of The National Aquarium.
• To mentor, coach and develop team members by identifying areas of weakness and working to improve them.
• To maintain an open channel of communication between the Front of House team and management team.
• To carry out any other duties and responsibilities as defined by the management team based on the changing needs of the business.
• To know, understand and follow all safety policies and procedures related to The National Aquarium.
• Ensure the safety of guests, colleagues and animals remains the highest priority.
• Report all safety issues immediately to your line manager.
• Provide world-class guest service to all guests visiting The National Aquarium.
• Go above and beyond to exceed guest expectations.
• Practice and follow our Guest Service guidelines.
• Ensure working areas are always clean and presentable for our guests.
• Ensuring the uniform and personal appearance within the team is always in conjunction with the style guide.
• Be knowledgeable and willingly share information regarding all of Aquarium products and services to guests.
• Follow any upselling targets given to the department and coach the team in order to achieve them.
• Create a positive team environment for the Front of House team.
• Engage in your job role and actively participate in the team-working environment.
• Support the team and all other aspects of the aquarium as required.
• Completion of all relevant documentation to standards expected by The National Aquarium.
• Undergo all training as provided by The National Aquarium.
• Work with your line manager in coaching sessions to review and improve your performance.
• Develop yourself as per The National Aquarium development plan.
• Act as a role model and always lead by example, by delivering the highest standard of performance.
• Demonstrates commitment to team members.
• Recognise the important of company values, principles and procedures, and ensure the reporting team work towards it.