崗位職責(zé):（英語可以熟練交流，有國際視野，常駐蘇州，有樂園、酒店等服務(wù)業(yè)管理經(jīng)驗）
1.與市場銷售經(jīng)理和主要領(lǐng)導(dǎo)密切合作，從所有業(yè)務(wù)線（包括但不限于普通門票、團(tuán)體、項目、商品、餐飲和營銷活動）增加和實現(xiàn)超級樂園的收入。
2.招募、培訓(xùn)和留住一支充滿激情的優(yōu)秀團(tuán)隊。實施，并在適當(dāng)?shù)那闆r下，升級我們的綜合操作原則和手冊，并始終確保團(tuán)隊在我們獨特的流程中得到全面的培訓(xùn)。與主要的內(nèi)部銷售和市場部門緊密合作，執(zhí)行我們的戰(zhàn)略和目標(biāo)。
3.推廣場館模式，并在場館內(nèi)部及必要時在外部活動中展示領(lǐng)導(dǎo)風(fēng)范。有時，您可能會被要求在部門主管不在的情況下，陪同市場和銷售部門的人員進(jìn)行各種銷售宣傳等。
4.管理樂園的員工需求，包括全職、兼職和臨時員工。確保所有項目中都有合適的人員，并考慮到分配的勞動力預(yù)算。
5.確保場館遵守所有與場館運(yùn)營和活動有關(guān)的政府和保險責(zé)任。
6.監(jiān)督、激勵和發(fā)展一個始終如一地提供出色體驗和安全標(biāo)準(zhǔn)的團(tuán)隊；具備卓越的人際交往、組織和團(tuán)隊建設(shè)能力，并對團(tuán)隊產(chǎn)生積極和充滿活力的文化影響，促進(jìn)我們的參與環(huán)境，確保100%的承諾和熱愛客戶的安全和滿意度
7.了解客戶細(xì)分，確保在追求滿員的同時實現(xiàn)最佳客戶組合。
8.推動戰(zhàn)略，實施和管理短期，中期和長期的場地目標(biāo)，成果和行動計劃。您將與高級管理人員一起制定半年度和年度預(yù)算，并根據(jù)這些預(yù)算交叉參考實際情況。您還將負(fù)責(zé)分析業(yè)務(wù)KPI，如門票銷售、入住率、平均支出、勞動力，并實施行動計劃以改進(jìn)。
主要業(yè)務(wù)職責(zé)
1.管理場館的整體運(yùn)營成本和預(yù)算
2.建立和執(zhí)行支持和促進(jìn)統(tǒng)一公司文化的人力運(yùn)營計劃，包括：
愿景和戰(zhàn)略：與核心團(tuán)隊一起制定和執(zhí)行組織設(shè)計，并配合人力資源部門執(zhí)行長期愿景。
●能力和勞動力規(guī)劃：與場館的主要領(lǐng)導(dǎo)合作，根據(jù)實現(xiàn)業(yè)務(wù)目標(biāo)所需的能力，了解和預(yù)測招聘和發(fā)展需求。根據(jù)園區(qū)的旺季和淡季，保證勞動力分配的適應(yīng)性。
●績效管理：制定并實施樂園范圍內(nèi)的績效管理計劃，獎勵優(yōu)秀員工，并推動持續(xù)、透明的反饋
?領(lǐng)導(dǎo)力培訓(xùn)、學(xué)習(xí)和發(fā)展：圍繞使我們的領(lǐng)導(dǎo)者成為更好的管理者，建立和推動可擴(kuò)展的、具有成本效益的解決方案，并創(chuàng)建組織發(fā)展計劃，以提高我們團(tuán)隊的能力，并推動員工保留。
●數(shù)據(jù)與合規(guī)：使用與人員相關(guān)的數(shù)據(jù)來推動更好的決策；制定關(guān)鍵指標(biāo)來衡量員工的幸福感、績效、敬業(yè)度和留任率。
●價值觀和文化：確保所有的決策、項目和流程都符合超級樂園的文化和核心價值觀
3. 客戶保留策略——對于團(tuán)體預(yù)訂客人，直接的客人反饋不能低于90%的客人滿意率。每月為每月有進(jìn)步/積極改善的小組準(zhǔn)備詢價結(jié)案率的月度報告。準(zhǔn)備一份月度報告，記錄所有客人的反饋/問詢表格，并改善投訴和其他團(tuán)體預(yù)訂的問題。
●客戶體驗管理
●反饋管理
●處理團(tuán)體投訴和問題
4. 安全與管理風(fēng)險——保持對安全的高度關(guān)注，執(zhí)行安全協(xié)議，確保員工遵守。定期檢查設(shè)施、設(shè)備和景點，以確定潛在的危險或維護(hù)需求。制定和實施應(yīng)急響應(yīng)協(xié)議，以確保訪客和員工的安全和健康。
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.
