Entertainment Operations Manager

Job Summary

The Entertainment Operations Manager manages the organization's strategic vision and mission into operational objectives whilst implementing and managing the overall long-term business success strategy. This role leads to evaluating operational effectiveness and establishes systems and procedures for maintaining high standards of operations to ensure that the brands are performing at their optimal level at all times. The key success of the role lies in brand positioning as well as exceptional customer service delivery.

Job Responsibilities 1

Develop programs and initiatives to ensure operational excellence, high employee engagement, and service improvement are achieved.

Provide strategic advice and recommendations to leadership in the development, implementation, and evaluation of new or modified operating policies, practices, and procedures within the specified functional area of focus.

Participate in annual strategic planning and budgeting process to develop plans in support of business development and global corporate initiatives.

Drive innovative solutions with partners and key stakeholders aligned to business and customer outcomes.

Establish and continuously enhance programs and initiatives through benchmarking in Entertainment/Lifestyle industry to leverage our current capabilities.

Formulate and recommend policies and programs that guide the organization in maintaining and improving its competitive position and the profitability of the operation.

Develop and execute creative promotions and ways to make each facility more productive by proactively working to drive revenue for the organization.

Establish and implement operational plans that drive best practices with a focus on outcomes for our customers.

Develop and implement Key Performance Indicators through management of core processes and driving continuous improvement through efficient use of the organization's resources.

Identify projects related to operations, consistent with the organization’s goals and objectives, and necessary to maintain the organization's competitiveness in the marketplace.

Promote a safe and pleasant work environment for all employees and guests by ensuring compliance with all Park and Corporate policies and procedures by strengthening the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity.

Document existing client journey and create a plan for improvement resulting in improved retention and more efficient, predictable service outcomes.

Drive initiatives regarding improvements to existing tools and processes and provide feedback on new practices and procedures to exceed services and customer requirements.

Develop and implements operational excellence both externally and internally to facilitate process improvement projects with benefits in cost and efficiency.

Drive revenue growth and efficient cost management are in-line with the financial targets that are set within the annual budget and plan.

Work closely with cross-functional teams to relay client needs, areas for improvements, and experiences to drive product strategy, roadmap, and prioritization of issue resolution.

Job Responsibilities 2

Develop and administer the organization's annual budgets; approves expenditures; ensures compliance with budget allocations.

Manage financial and budget management including forecasting, cost control, and planning.

Manage existing revenue streams by retaining existing accounts through contract compliance and high levels of service provided to customers.

Manage the customer support function that strives to provide exceptionally responsive and personalized support experiences.

Lead the engagement with customers directly to drive understanding and improved service levels to customers.

Create and improve client-facing processes across the organization with a focus on driving sophistication and scalability.

Approve selection of park merchandise, artworks, and final samples with the coordination of Procurement and Marketing.

Oversee pricing of retail products with the Supply Chain and verifies its compliance with market prices and within Finance profit margin guidelines.

Ensures in coordination with the Procurement department, satisfactory stock levels for the good running of the operation.

Provide direct support to management functions including Human Relations, Business Development, Operations and Finance, corrective actions, and adherence to Company policy

Manage and continuously develops management subordinates within the organization (talent management).

Drive in continuous performance review of direct reports, and provide prompt and objective coaching, mentoring, and counseling. Resolve performance, job satisfaction, and interpersonal issues, balancing employee and department needs.

Additional Responsibilities 3

Job Knowledge & Skills

Comprehensive understanding of entertainment industry trends, guest demographics, and market dynamics to drive strategic planning and decision-making.

Strong leadership and team management abilities to oversee diverse operational teams, delegate tasks, and foster a collaborative work environment.

Proficiency in operational management, including budgeting, scheduling, and resource allocation, to ensure the efficient functioning of entertainment venues and events.

Excellent communication and interpersonal skills to liaise with internal stakeholders, external partners, and guests, ensuring effective coordination and customer satisfaction.

Problem-solving aptitude to address operational challenges, adapt to changing circumstances, and optimize operational processes for improved efficiency and guest experiences.

ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 8 year(s) working experience, 5 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Education