Entertainment Manager

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

**Role Purpose**:
The role of the Entertainment Manager is to provide leadership, and operational direction to team members across MAF Entertainment assigned site/s. This role will ensure optimal customer experience is delivered consistently while protecting MAF Entertainment brands, guidelines, and monitoring business costs.

**Role Details - Key Responsibilities and Accountabilities**:
**- Leadership, Planning & Delivery**:

- Oversees and manages MAF Entertainment assigned site operations and ensure operational and administrative activities.
- Ensures that site is operating in line with set SOPs while ensuring adherence to MAF policies and guidelines.
- Continuously monitors performance assigned operations and ensures adherence to operations budgets for the site and reports any variances.
- Supports new or expanding sites, specifically focusing on the validation of procedural/operational aspects and customer satisfaction.
- Leads and mentors a positive culture through effective mentorship and coaching while supporting an employee centered environment.
- Creates and maintains a customer-focused environment with regular end-user feedback and NPS.
- Owns customer escalations, root cause analysis, and issue resolutions to ensure optimal customer satisfaction
- Ensures effective implementation and management of Customer Service Excellence.
- Works with internal stakeholders to cascade any relevant programs or initiatives which may impact the overall experience or site performance.
- Ensures profitability of all assigned accounts down to individual site locations and assists the Line Manager and/or Head of Department with actions to achieve financial goals
- Accountable for coordination of audits and closure of audit findings within timelines.
- Responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment.
- Responsible for customer satisfaction by actively inspecting on-site service activities and engaging end-user feedback.
- Promotes effective use of internal recruiting and selection process to attract and hire talent.
- Identifies employee training and development expectations to meet customer experience initiatives.
- Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
- Responsible for completing daily, weekly, monthly checklists and ensuring inspections are up to date according to internal and external (regulatory bodies) requirements.
- Identifies gaps in service delivery and adjusts process documentation to work within framework.
- Ensures that all programs and initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices.
- Maintains knowledge of services and solutions.
- Attends regular meetings with Direct Manager and required Managers to provide feedback, set goals and evaluate performance.
- Understands and implements applicable disciplinary action for performance and/or behavioral management.
- Accountable for coordination of audits and closure of audit findings within timelines.
- Responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment.

**- HSE**:

- Works closely with the HSE team to ensure and inspect service delivery standards and drive continuous improvement.
- Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on
- site services.
- Promotes a culture of safety and security with the team and oversees any health and safety or crisis management.
- Monitors team members’ behaviors to ensure compliance to relevant HSE policies and procedures.
- Maintains a working knowledge of all statutory regulations affecting restaurant health and safety and ensure that any safety hazards are identified and rectified.
- Follow all local/regional/ applicable Health, Food Safety legislative requirements.
- Ensures quality and productivity standards are being met by on-site managers including inspection of area SOP guide, document procedures for the on
- site services.

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