Job Purpose
The objective of this position is to achieve or surpass Cosmocity® profit model by meeting or exceeding sales and expense targets, while maintaining a high level of guest service, employee productivity, operational effectiveness and promotional activity.
Key Relationships
- Internal: All Employees in General
- External: Guests, Visitors, Suppliers…
Main Tasks
- Guest Services
- Be the Ambassador of fun: create an enjoyable play experience in our facility to encourage repeat visits.
- Be the expert: Explain game operation or rules to guests and motivate them to play.
- Ensure all guests are greeted enthusiastically and all team members interact with guests positively and professionally to provide high level of guest’s satisfaction.
- Audits all complaints reported by the Floor supervisor / Team Leader related to the daily problems happened with guests and solve it in a proper manner.
- Constantly collect guest feedback to measure the level of guest satisfaction and take necessary actions accordingly.
- Keep professional records in the event of guest service deficiencies, complaints, or accidents.
- Staffing
- Approves the weekly employees schedule & Section Rotation schedules prepared by Floor supervisor / Team Leader.
- Manages the stewarding and security team & sends the attendance.
- Analyses & sends the Staff requisition form to the management based on the branch manning for approval.
- Audits the staff attendance and report any lateness, Annual Leave, Medical Leave, Unpaid Leave… to the HR Department
- Follows up concerning the induction program of new joiners and provides feedbacks accordingly.
- Assist in team members’ performance evaluation by providing feedback.
- Creates a positive competition between his / her subordinates in order to increase sales.
- Marketing and Promotion
- To ensure all marketing and promotional plans are executed professionally at all times and good records of results are maintained at store level.
- To ensure good communications are in place with the shopping centre and other mall merchants, and all cross-promotional opportunities are explored, and if appropriate, implemented.
- To plan, develop and execute promotional activities, group and corporate events that are appropriate for the marketplace of the store.
- To ensure the store establishes a strong identity with the community and marketplace in which it trades.
- Operations
- Knows how to operate the systems and check on daily Logbook.
- Audits the opening procedures checklist to make sure that the floor is ready to host guests; audits closing procedures & follows up regarding checklist.
- Ensure the telephone is answered by all your team professionally.
- Supports all staff during rush hours.
- Follows up regarding all administrative duties.
- Audits all reports related to EMP SHEET, POS PRIVILAGE, XD & PHOTO BOOTH COUNTERS… plus its clarifications prepared by the Floor supervisor / Team Leader and approves it before sending it to the Head office.
- Confirms and sends the weekly sales report to the Head office.
- Fills the weekly report & share it with the Regional Operations Manager.
- Analyses and sends monthly Payout Figures to the management.
- Confirms & share the End of Day report with the Management Team.
- Prepares a periodic strategic business plan and submit it to the management which includes better contribution to the branch itself.
- Lead the Team to hit sales targets by assisting in successfully managing the team.
- Supports all floor members in the daily operation to provide best quality of service, and ensure that the team follows the Cosmocity® Operations and Personnel Manuals.
- Continually seek to improve the suitability, adequacy and effectiveness of the established Quality Management System implemented within the premise.
- Remain UpToDate with all required training as per the internal policy of every mall.
- Inventory Control
- Monitor merchandise inventory and approves on the re-order.
- Controls the weekly & monthly inventories made by the Floor supervisor / Team Leader.
- Audits the Order prepared by the Team Leader / Supervisor prepared based on Par Level.
- Facility Maintenance
- Prepares and sends the maintenance request to the Support department after coordinating with the Floor supervisor / Team Leader.
- Maintains the POS continuously in coordination with the IT department.
- Financial
- Approves the Cash out report & coordinates with the Head office accordingly.
- Assist in Bank deposit and be the iCashier Expert.
- Sends the daily & monthly Transaction Report to the accounting department after comparing & confirming the Net Amount.
- Identify and communicate any accounting related issues to line manager promptly.