Operations Team Leader
kidzania Cairo
Total years of experience :13 years, 7 Months
• Set the department strategy (budget-consumption-headcount-KPI-Operations).
• Supervise that the activities and Operations procedures are carried out correctly
• Insuring that the systems are working correctly
• Check the cleaning & maintenance status.
• Insuring the presence of the Coordinators on the floor during the operation time.
• Supervise the equipment functioning and the infrastructure and if necessary informing the coordinators and make out Work Orders for their maintenance.
• Control the advancement and due dates of the Work Orders by means of a log, reporting weekly advancements to management.
• Assign personnel according to daily assistance of Zupervisors to cover any possible absences
• Check the grooming of his team
• Ensure to achieve the customer satisfaction, decrease complains and solve it.
• Supervise that daily check list for establishments is up to date to immediately solve any factor that might
• Supervise that the material for each establishment is complete and enough for the daily operations.
• Assist in setting the monthly working hours depends on manpower of Zupervisors, follow up and report the actual attend.
• Responsible for Establishment & Artistic coordinators (monthly schedule, vacations, excuses, KPI’s, development, etc.).
• Supervise on the monthly performance appraisal for Establishment & Artistic Zupervisors
• Provide coordinators with feedback (meeting one to one every month \ coaching sessions).
• Conduct meeting one to one /coaching sessions for Zupervisors if needed.
• Achieving the sales target (pizza and burger activity)
• Administrate the Operations sheets (breaks, Zupervisors attendance, etc.)
• Analyze the requested manpower based on seasonality.
• Inspect / Verify and Solve any problem/ complain/ fault related to any one of his team (Zupervisor & Coordinator) and send it to HR if it requires investigations.
• Check if any Zupervisor needs on job training.
• Guarantee that the service and visitor entry and exit times are within the standards established by the company and the KidZania concept.
• Optimizing queue lines in the front of house ticketing area of KidZania .
• Oversee the compliance with internal control window sales intake (discounts, courtesy passes, cash over & short and tallies).
• Evaluate the employees who have made the most effort during the month to propose them as candidates for employee of the month.
• Coordinate with the different departments of the commercial area the logistics for visiting groups and schools entry and exit.
• Attend to and follow up on customer complaints and suggestions.
• Coordinate with trainers on new and refresher training programs required for the Immigration staff, this through continuous evaluations of staff development areas.
• Guarantee that deviations of cash tallies lie within established standards and compare it with treasury.
• Control and restock raw materials and supplies in coordination with corresponding areas.
• Handle daily maintenance and operations checklist.
• Oversee the area and personnel image of the Immigration staff and ensure that they are in compliance with KidZania and sponsor standards.
• Coordinate with maintenance to cover area needs.
• Participate in management meeting to detect areas of opportunity in general.
• be involved with the operation, depending on visitor appraisal.
• Dealing with complaints and handling them.
• Coordinate the zupervisors role assignations .
• Guarantee that the service and visitor entry and exit times are within the standards Established by the company.
• Conduct hiring interviews in the case Management is not available.
• Oversee, depending on visitor appraisal, operation participation and internal window sales control compliance (discounts, courtesy passes, cash over & short and tallies).
• Authorize packages in the case the slip is lost, and fill the format.
• Provide Management with support for payroll operations and incidence control.
• Coordinate with Maintenance any work or details required by the window sales point.
• Make sure the area cleanliness complies with the program and pre-established standards Coordinate with trainers on new and refresher training programs required for the Immigration staff, this through continuous evaluations of staff development areas.
• Draw up the work schedules for team.
• Follow all policies and procedures as outlined in the guest service SOP.
• Conduct assignments as per line manager directions.
Cash handling
• Maintain and oversee the correct operation of the Airport & Immigration Area.
• Providing a safe, agile and quality service guaranteeing the visitors entry and exit times as well as the correct handling of the cash received, in compliance to company established procedures.
Certificate awarded (Employee of the month) for high performance in February
• Facilitate the shipping of products from one destination to another
• Arrange transportation, schedule staff, and orchestrate deliveries to meet customer demand with little to no delay
• Prepares loads for shipment
• Takes steps to avoid quality control issues
• Manages activities throughout the order fulfilment and transportation cycle to make sure established deadlines are met
• Streamlines shipping and transportation processes
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experiance from 2010 till now
• Manage large amounts of inbound and outbound calls
• Identify customers’ needs, clarify information,
• research every issue and provide solutions and/or alternatives
• organizing and scheduling appointments
• receiving, sorting and distributing incoming mail
• sending emails
Very Good
