Assistant Manager, Aquatics & Attractions

REQ11788 Assistant Manager, Aquatics & Attractions (Open)

POSITION SUMMARY:

The Assistant Manager is responsible for supervising and controlling the safety and smooth operations within the Studio City Attractions, ensuring that the overall guest experience is delivered through managing the crowd control, continued checks on the condition of all Attractions areas, ensuring that the highest service quality standards are met through strong collaboration with support teams such as Property Services, Technical Operations, Security and Customer Services.

PRIMARY RESPONSIBILITIES:

• Recognize and respond quickly and effectively in emergencies.
• Managing the daily staffing schedule in line with the operational requirements.
• Ensure that the opening and closing of the attractions is carried out in line with standard procedures. Inspect the facility and report any unsafe conditions or equipment to Manager or support teams.
• Ensure minimum required PPE as described in the SOP is present at the Attraction location and in good repair.
• Ensure regular contact is maintained with the key support functions such as Property Services, Technical Operations, EVS, Security, Box Office and Customer Service to allow for a productive and seamless guest experience.
• Ensure that all staff is utilizing the correct equipment and that all equipment is checked and tested in line with maintenance and safety requirements.
• Clearly communicate instructions and safety announcements to guests and monitor the Attraction location to ensure guests are enjoying the attractions or activity safely.
• Ensure that all Attractions are operated by the operators exactly as trained without deviating from the SOP.
• Ensure that Attractions Ambassadors will only station at attractions and operate attractions that they have been trained and certified to.
• Consistently practice safe work habits including, but not limited to, the proper use of PPE, safe lifting and reporting unsafe situations to your supervisor immediately.
• Maintain fitness level including swimming skills, strength and endurance.
• Administer and coordinate emergency first aid as necessary, input iTrak record after handling.
• Ensure that the operators screen all guests to ensure they meet the physical requirements of the attraction or activity, in accordance with the SOP.
• Ensure adequate through-put of the attraction is met by working efficiently and allowing the appropriate number of guests onto the attraction as determined by the SOP.
• Responsible for evacuating the attraction and assisting guests through various evacuation methods including: extreme heights, various types of pools, slides, platforms, stairs and ladders.
• Responsible to handle and solve ticket related issue at location coordinate with Box Office Supervisor.
• Resolve guest issues with prompt actions.
• Handle guest complaints in a polite and calm manner to address the guest’s needs, increase guest satisfaction and minimize negative impact to the company, offer recovery if needed.
• Provide hospitality services to the VIPs and special guests also ensure to provide a smooth journey for VIPs in every Attractions / Shows according to SOP.
• Observe the overall conduct, appearance, productivity and performance of all employees and relay any relevant information to Management.
• Take lead in training of the new employees at location to ensure competence, performance, and succession objectives are met.
• Perform administrative works for daily operation such as inputting iTrak record, IT requests, SWS requests, inventory log and requesting equipment and tools for locations.
• Maintain location tools and inventory to meet the minimum quantity for staff to utilize.
• Prepare and provide daily Attractions highlight report at day end.

QUALIFICATIONS:

Experience

• Practical attractions, especially in Aquatic, and customer service supervisory experience required.

Education

• High School Qualifications
• Ellis & Associates, or equivalent, safety training certified is an advantage

Skills / Competencies

• Pleasant personality with good customer services sense.
• Good command in written and spoken Cantonese, English and Mandarin.
• Courteous and presentable appearance.
• Always dress and talk in a professional manner.
• Maintain a very high standard of personal presentation at all times.
• Good swimming skills with the ability to teach others about aquatic safety and recovery, demonstrating concepts in-person to non-native English speakers.
• Work collaboratively and communicate with senior management team.
• Wor