运营经理 Operation Manager

岗位职责:（英语可以熟练交流，有国际视野，常驻苏州，有乐园、酒店等服务业管理经验）
1.与市场销售经理和主要领导密切合作，从所有业务线（包括但不限于普通门票、团体、项目、商品、餐饮和营销活动）增加和实现超级乐园的收入。
2.招募、培训和留住一支充满激情的优秀团队。实施，并在适当的情况下，升级我们的综合操作原则和手册，并始终确保团队在我们独特的流程中得到全面的培训。与主要的内部销售和市场部门紧密合作，执行我们的战略和目标。
3.推广场馆模式，并在场馆内部及必要时在外部活动中展示领导风范。有时，您可能会被要求在部门主管不在的情况下，陪同市场和销售部门的人员进行各种销售宣传等。
4.管理乐园的员工需求，包括全职、兼职和临时员工。确保所有项目中都有合适的人员，并考虑到分配的劳动力预算。
5.确保场馆遵守所有与场馆运营和活动有关的政府和保险责任。
6.监督、激励和发展一个始终如一地提供出色体验和安全标准的团队；具备卓越的人际交往、组织和团队建设能力，并对团队产生积极和充满活力的文化影响，促进我们的参与环境，确保100%的承诺和热爱客户的安全和满意度
7.了解客户细分，确保在追求满员的同时实现最佳客户组合。
8.推动战略，实施和管理短期，中期和长期的场地目标，成果和行动计划。您将与高级管理人员一起制定半年度和年度预算，并根据这些预算交叉参考实际情况。您还将负责分析业务KPI，如门票销售、入住率、平均支出、劳动力，并实施行动计划以改进。
主要业务职责
1.管理场馆的整体运营成本和预算
2.建立和执行支持和促进统一公司文化的人力运营计划，包括：
愿景和战略：与核心团队一起制定和执行组织设计，并配合人力资源部门执行长期愿景。
●能力和劳动力规划：与场馆的主要领导合作，根据实现业务目标所需的能力，了解和预测招聘和发展需求。根据园区的旺季和淡季，保证劳动力分配的适应性。
●绩效管理：制定并实施乐园范围内的绩效管理计划，奖励优秀员工，并推动持续、透明的反馈
•领导力培训、学习和发展：围绕使我们的领导者成为更好的管理者，建立和推动可扩展的、具有成本效益的解决方案，并创建组织发展计划，以提高我们团队的能力，并推动员工保留。
●数据与合规：使用与人员相关的数据来推动更好的决策；制定关键指标来衡量员工的幸福感、绩效、敬业度和留任率。
●价值观和文化：确保所有的决策、项目和流程都符合超级乐园的文化和核心价值观
3. 客户保留策略——对于团体预订客人，直接的客人反馈不能低于90%的客人满意率。每月为每月有进步/积极改善的小组准备询价结案率的月度报告。准备一份月度报告，记录所有客人的反馈/问询表格，并改善投诉和其他团体预订的问题。
●客户体验管理
●反馈管理
●处理团体投诉和问题
4. 安全与管理风险——保持对安全的高度关注，执行安全协议，确保员工遵守。定期检查设施、设备和景点，以确定潜在的危险或维护需求。制定和实施应急响应协议，以确保访客和员工的安全和健康。
GENERAL RESPONSIBILITIES:
1.Work closely with the Sales & Marketing Manager and key leaders in growing and achieving revenue of the parks from all business lines such as, but not limited to, General admission tickets, Groups, Programs, Merchandise and F&B and marketing activations.
2.Recruit, train and retain an exceptional team of passionate staff. Implement, and where appropriate, upgrade our comprehensive operating principles and manuals and at all times ensure the team is comprehensively trained in our unique processes. Work closely with key internal groups Sales and Marketing to execute on our strategies and ambitions.
3.Promote the Park’s model and display leadership behaviours both within the park and, where required, at external events. From time to time, you may be required to accompany personnel from the Marketing and Sales department for various sales pitches etc., in the absence of the department heads.
4.Manage the Park's staffing requirements including full time, part time and casual staff. Ensure that the park has the right people in all the programs all in consideration of the allocated budget for labour.
5.Ensure the Park complies with all its government and insurance responsibilities as it relates to the operations and activities of the park.
6.Monitor, motivate and develop a team that consistently delivers an awesome experience and safety standards; possess exceptional interpersonal, organisational and team building skills, and have a positive and energetic cultural impact on the team, promote our engaging environment and ensure 100% commitment and love to customer safety and satisfaction
7.Understand customer segments and ensure the optimal customer mix is achieved in parallel to the pursuit of full occupancy.
8.Drive strategy and implement and manage short, medium and long term venue goals, outcomes and action plans. You will work with senior management to set half yearly and yearly budgets and cross reference actuals to those budgets. You will also be responsible for analysing business KPI’s s such as Ticket sales, occupancy rate, average spend, labour and implement action plans to improve.
MAIN OPERATIONS DUTY
1.Manage the overall OPEX and Budget of the parks
2.Build and execute People Operations initiatives that support and promote a unified company culture, including:
●Vision and Strategy: Work with the core team to set and execute on organisational design and lead long-term vision for People functions.
●Capability and Workforce Planning: Partner with key leaders of the park to understand and anticipate hiring and development needs against the capabilities needed to deliver business objectives. Ensure adaptability of the labour manpower assignments based on the peak and off-peak season of the park.
●Performance Management: Develop and implement company-wide performance management programs that reward excellence and drive continuous, transparent feedback
●Leadership Training and Learning and Development: Build and drive scalable, cost-effective solutions around making our leaders better managers and creating organisational development programs to grow our team’s capabilities and drive employee retention.
●Data and Compliance: Use people-related data to drive better decision making; develop key metrics to measure employee happiness, performance, engagement, and retention.
●Values and Culture: Ensure that all decisions, programs, and processes are aligned with SuperPark culture and core values
3. Customer Retention Strategy - Direct guest feedback must not go down to 90% guests satisfaction rate for Group booking guests. Prepare a monthly report of inquiry closing rate for groups with progressive/positive monthly improvement. Prepare a monthly report of all guests feedback/inquiry forms and improvement system for complaints and other concerns for group bookings.
●Customer Experience Management
●Feedback Management
●Complaints & Concerns Handling for Groups
4. Safety and Management Risk - Maintain a strong focus on safety, enforcing safety protocols, and ensuring staff compliance. Regularly inspect facilities, equipment, and attractions to identify potential hazards or maintenance needs. Develop and implement emergency response protocols to ensure the safety and well-being of visitors and staffs.