Supervisor, Attractions

REQ7392 Supervisor, Attractions (Open)

MELCO Resorts & Entertainment in Cyprus

Melco Resorts & Entertainment (Melco) is the developer and operator of the upcoming integrated resort, City of Dreams Mediterranean, which is expected to be the largest and premier integrated resort in Europe. The Company’s unique blend of design, entertainment and quality sets the company apart, making it the global leader in premium integrated resorts. As recipient of more than 650 awards international, regional and local awards, Melco’s esteemed achievements highlight the Company’s dedication to exceptional hospitality and service excellence. With its entire property portfolio honored with the top tier, Forbes Travel Guide Five-Star recognition, Melco leads among integrated resort operators in Asia. Melco’s four signature restaurants across Melco properties are honored by Michelin Guide Hong Kong Macau 2021 with a collective total of seven Michelin-stars. With its growing international presence and approximately 20,000 colleagues globally, Melco actively contributes to the communities in which it operates. The Company values colleagues as the heart of the business and was named one of the “Best Companies to Work for in Asia” by HR Asia for two consecutive years (2019-2020). Furthermore, Melco has received numerous accolades for its contributions to the community, including being named winner of “Community Award – Asia” at 2020 Industry Community Awards and being voted “Socially Responsible Operator of the Year” at International Gaming Awards 2019.

As part of Melco, City of Dreams Mediterranean will be driven by the Company’s commitment to excellence. It is set to be a world-leading integrated resort and landmark for Cyprus and the wider region, offering a range of attractions and entertainment options including luxury accommodation, fine dining, recreation and MICE facilities. City of Dreams Mediterranean is set to boost tourism in Cyprus, attracting an additional 300,000 tourists annually and contributing significantly to alleviate seasonality. During the construction phase, City of Dreams Mediterranean is expected to create an estimated 4,000 local job opportunities, and approximately 2,500 permanent jobs once open.

Melco also operates Cyprus Casinos in Nicosia, Ayia Napa, Paphos, Larnaca and Limassol.

POSITION SUMMARY:

The Supervisor, Attractions is responsible for supervising and controlling the smooth operations within the City of Dreams Mediterranean Attractions, ensuring that the overall guest experience is delivered through managing the crowd control, continued checks on the condition of all FOH areas ensuring that the highest service quality standards are met through strong collaboration with support teams such as Technology, Security and Front Gate

PRIMARY RESPONSIBILITIES:

• Manages the daily staffing schedule in line with the operational requirements
• Ensures that the opening and closing of the attraction is carried out in line with opening and closing procedures and that any issues and reported and managed
• Conducts pre-opening inspections of assigned location and prepares for opening by sweeping queue lines, platforms, entrance and exit locations, and emptying trash
• Ensures minimum required PPE as described in the SOP is present at the Attraction location and in good repair
• Ensures regular contact is maintained with the key support functions such as ETD, EVS, Security, Box Office and Customer Service to allow for a productive and seamless guest experience
• Ensures that all staff is utilizing the correct equipment and that all equipment is checked and tested in line with maintenance and safety requirements
• Clearly communicates instructions and safety announcements to guests and monitors the Attraction location to ensure guests are enjoying the attraction or activity safely
• Ensures that all Attractions are operated by the operators exactly as trained without deviating from the SOP
• Ensures that Attractions Operators will only operate attractions that they have been trained and certified to operate
• Consistently practices safe work habits including, but not limited to, the proper use of PPE, safe lifting and reporting unsafe situations to your supervisor immediately
• Administers and coordinates emergency first aid as necessary
• Ensures that the operators screen all guests to ensure they meet the physical requirements of the attraction or activity, in accordance with the SOP
• Responsible for evacuating the attraction and assisting guests through various evacuation methods including: extreme heights, various types of platforms, stairs and ladders
• Responsible to handle and solve ticket related issues at location, in coordination with Ticketing Supervisor
• Handles guest complaints in a polite and calm manner to address the guest's needs, increases guest satisfaction and minimizes negative impact to the company
• Provides hospitality services to the VIPs and special guests also ensures to provide a smooth journey for VIPs in every Attractions / Shows according to SOP
• Observes the overall conduct, appearance, productivity and performance of all employees and relay any relevant information to Management
• Takes lead in training of the new employees at location to ensure competence, performance, and succession objectives are met
• Performs administrative works for daily operation such as inputting iTrak record, IT requests, inventory log and requesting equipment and tools for locations.

QUALIFICATIONS:

Education & Experience

• Secondary school certificate or equivalent professional training
• Practical attractions and customer service experience are preferred
  

Skills / Competencies

• Exceptional Leadership qualities
• Pleasant personality with good customer services sense
• Maintains a very high standard of personal presentation at all times
• Ability to speak and write English. Greek or any other language will be considered as an advantage
• Strong Organisation skills and work ethic needed
• Ability to perform under pressure and have an aptitude for problem solving
• Ability to work nights, weekends, public holidays, on an eight hour schedule