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Operations Manager

Date: 19-Jun-2022

Location: EG

Company: Majid Al Futtaim

Job Purpose:
The role of the Cold Side Operations Manager will assume full responsibility of the Slope, Snow Park, and Departments. Focusing on department standards, guest service delivery and commercial opportunities. This role position will also take overall coordination of the Health and Safety responsibilities for Global Snow Operations.

The Cold Side Operations Manager will also play a role in developing the lifestyle calendar that is a key focus for Global Snow through introducing and managing events on the Slope. In addition, all key media and filming events will be handled directly through this role.

Key Responsibilities and Accountabilities:
• Leadership, Planning & Delivery
o Ensures the smooth operation of the cold side areas, (Slope, and Snow Park).
o Works closely with the Head of Operations Manager to secure topline, bottom-line revenues, policies, procedures and setting the Key Performance Indicators for each department.
o Ensures the development and maintenance of best practices operating policies and procedures for all aspects of the cold side operations in consultation with the Head of Operations and other key members of the senior team.
o Supports with the finalization of operating equipment requirements and assisting the Head of Operations and project team with procurement of these items.
o Conduct regular checks on Snow Park operational tools and equipment stocks to ensure sufficient back-up supply.
o Identifies, manages, and coordinates all new projects within Global Snow to ensure smooth implementation in alignment with normal day to day operation.
o Manages sub-contracted additional manpower resource for Global Snow operations.
o Manages all facilities, third party and projects contracts to be in-line with the agreed-on budget.
o Regularly monitor and audit all Night Duty tasks, checklists and logs
o Report and close all Cold side facility related maintenance with FM
o Conduct regular spot checks on all Mountain Equipment with FM and 3rd party facility team (Drag lift, Pistenbully Groomers, and Bobcat)
o Perform periodic review of Snow making cycles and related logs to ensure optimized energy and water consumption
o Develops and drafts operating procedures and policies in accordance with good practice and all relevant legislation for all aspects of Global Snow operation and assisting with implementing them when approved.
o Assists with obtaining any operating permits required to allow the snow dome to commence operation, including all ongoing annual testing and inspections.
o Assists with the development of the Rules, Guest Behavior Guidelines, and competency criteria for public use of Global Snow.
o Ensures a high level of guest service, ensuring that all teams are living the values and embracing the moment’s culture as well as ensuring grooming and Hygiene standards are achieved within all areas in Global Snow.
o Maintains continuous review and follow up on all Standard Operating Procedures and Health and Safety assessments.
o Be on call in the event of an emergency requiring the presence of a senior manager.
o Other related tasks as required.

o Works closely with the HSE team to ensure and inspect service delivery standards and drive continuous improvement.
o Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on- site services.
o Promotes a culture of safety and security with the team and oversees any health and safety or crisis management.
o Monitors team members’ behaviors to ensure compliance to relevant HSE policies and procedures.
o Maintains a working knowledge of all statutory regulations affecting restaurant health and safety and ensure that any safety hazards are identified and rectified.
o Follow all local/regional/ applicable Health, Food Safety legislative requirements.
o Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on- site services.
o Responsible for Health and Safety and First Aid at Global Snow for Guests and Employees including undertaking risk assessments and audits for all Global Snow activities and operations including liaising with any independent, external inspectors and authorities on all matters concerning the safe operation of Global Snow.

• Financial
o Monitors the financial functions of the site/s to ensure the integrity, accuracy and timeliness of cash management, financial data, and reporting.
o Monitors revenue activity reports and financial statements to determine progress and status in attaining operation’s objectives, develop strategies, and initiate activities to address areas of concern.
o Ensures the site’s compliance with all contracts, legal agreements and the proper execution of all municipality and government requirements.
o Creates, maintains, and evaluates commercial targets of the facility in cooperation with the Line Manager and/or Head of Department.
o Ensures revenue targets are met on a monthly, quarterly, and annual basis for the complete set of revenue streams.
o Maintains cost management by achieving EBITDA and Net Profit targets on a monthly, quarterly, and annual basis.
o Prepares annual operating plan and budget for the assigned site/s, shares P&L control with the Line Manager and/or Head of Department.

• Team
o Manages and guides team within the operational issues and areas of concern to ensure that matters are resolved within agreed timelines and efficiency.
o Establishes goals, clarifies roles and responsibilities of the team.
o Monitors, evaluates, and recognizes employee excellence leveraging internal recognition programs.
o Confronts performance issues and collaboratively establishes steps for improvement including managerial courage to act and make necessary decisions
o Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
o Responsible for succession planning through the development of promotable candidates.
o Reviews and Develops job descriptions for all posts in Global Snow. Managing the staff by identifying staffing levels and requirements, training needs, performance management, administering and scheduling duty rosters and ensuring the application of all staff rules and regulations for both pre- and post-opening operations.
o Selects, trains and coaches team members and ensures that roles and responsibilities are being adhered to.
o Identifies employee training and development expectations to meet customer experience initiatives.
o Develops talent and identifies training needs as an when required.
o Delivers employee training and execute development strategies for area of responsibility.
o Promotes effective use of internal recruiting and selection process to attract and hire talent.

Measure of Success – Illustrative KPIs:
• Shared responsibility with the Head of Operations regarding overall top and bottom-line revenues and targets.
• Cost saving/Sustainability initiatives.
• EDBITA management of large multi-site, multi-concept within an assigned region and/or territory.
• Financial KPIs’ – labor cost, revenue, and profitability targets.
• NPS Score reviews and rectification.
• Spend per head targets.
• P&L responsibility.
• OHI Score.
• Operational & HSE Audits Scores.

Other Context (if applicable):
• Experience in Crisis Management and/or emergency evacuation.
• Performs any additional adhoc duties as and when required by the Head of Department. Able to work a flexible schedule that includes evenings, weekends, and holidays.
• Occasional travel may be required within the region to support new project openings.
• Performs any additional adhoc duties as and when requested by the Line Manager and/or Head of Department.
• Adheres to MAF LEC policies and procedures with regards to HSE, grooming, code of conduct, work ethics, working hours and attendance.
• Responsible for assisting the Line Manager and/or Head of Department in achieving budgeted sales and (EBIDA) assigned to the site by the management.
• Assists the Line Manager and/or Head of Department in managing and controlling Operational Expenses (OPEX) within the budget assigned to the relevant site.
• Responsible for implementing capital plan and ensuring maintenance of site equipment/merchandise.
Personal Characteristics and Required Background:

Skillset (job specific technical skills and behavioral competencies needed)
• A demonstrable passion for customer service and the quality of the guest experience.
• Strong financial, risk management and legal acumen
• Strong, visionary leadership
• Good strategy implementation skills
• Commerically minded with strong customer understanding
• Time management
• Good cultural awareness
• Detailed knowledge of ski dome operations.
• An innovative mind with an eye for detail
• Personable with excellent people skills.
• Strong communication skills in English and Arabic.
• Interpersonal, negotiation and influencing skill.
• Excellent knowledge with Microsoft Suite.

Minimum experience
• Minimum of 10 years of experience in which 6 years in a management role in an entertainment complex or hospitality site.

Minimum Qualifications/education
• Degree or comparable level of professional experience and training.
• Health and safety training.
• Qualified First Aider.