Head of Operations – Tourism / Hospitality / Entertainment

Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently deliver guest experience in line with quality standards and practices. Accountable for smooth transport operations, maintenance of facilities and infrastructure, call centre efficacy, supervision of retail and food stores, and management of guests and VIPs across client ensuring overall quality of services.
• Lead transportation services provided by client for guests and animals by ensuring regular maintenance and upkeep of vehicles.
• Oversee maintenance of infrastructure and buildings and ensure that park facilities meet compliance standards and government regulations.
• Direct and manage the implementation of facility management programs to maintain buildings, facilities and equipment and ensure all operational activities are executed efficiently in adherence to maintenance standards and preventative programs.
• Oversee call center team and provide direction that results in maximized productivity and excellent service for the guests.
• Oversee facility cleaning and maintenance activities, manage upkeep of equipment and supplies to meet quality improvement standards.
• Supervise activities of all external parties, such as, retail stores and food vendors to ensure they meet highest quality of hygiene and service.
• Manage Park security and ensure guests enter and experience a safe and secure environment. Oversee the design, implementation and management of guest service operations in alignment with leading zoos and parks both, regionally and globally.
• Lead and deliver a tailored service for VIP guests who visit client and ensure highest level of customer service.
• Manage and review service contracts of cleaners, security personnel, technicians, maintenance staff and drivers and any other outsourced third-party vendors Strategic Planning.
• Provide direction on the department’s strategy, business objectives and operational plan in line with client Leadership.
• Approve and endorse department’s strategy, business objectives and operational plan and oversee its implementation.
• Endorse KPI’s for the department and its employees and ensure they are in line with client’s strategic goals. Budget Management.
• Oversee performance management processes for all department/entity employees and provide constructive feedback and reward high performers.
• Forecast/ endorse the consolidated budget for the department and submit for review and approval by relevant stakeholders.
• Provide guidance to direct reports on budget optimization opportunities, wherever applicable.
• Analyze financial information (e.g. revenues, expenditures, and cash management) to ensure all operations are within the department’s approved budget.