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
A. Guest Services
1. Be the Ambassador of fun: create an enjoyable play experience in our facility to encourage repeat visits.
2. Be the expert: Explain game operation or rules to guests and motivate them to play.
3. Ensure all guests are greeted enthusiastically and all team members interact with guests positively and professionally to provide high level of guest’s satisfaction.
4. 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.
5. Constantly collect guest feedback to measure the level of guest satisfaction and take necessary actions accordingly.
6. Keep professional records in the event of guest service deficiencies, complaints, or accidents.
B. Staffing
1. Approves the weekly employees schedule & Section Rotation schedules prepared by Floor supervisor / Team Leader.
2. Manages the stewarding and security team & sends the attendance.
3. Analyses & sends the Staff requisition form to the management based on the branch manning for approval.
4. Audits the staff attendance and report any lateness, Annual Leave, Medical Leave, Unpaid Leave… to the HR Department
5. Follows up concerning the induction program of new joiners and provides feedbacks accordingly.
6. Assist in team members’ performance evaluation by providing feedback.
7. Creates a positive competition between his / her subordinates in order to increase sales.
C. Marketing and Promotion
1. To ensure all marketing and promotional plans are executed professionally at all times and good records of results are maintained at store level.
2. 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.
3. To plan, develop and execute promotional activities, group and corporate events that are appropriate for the marketplace of the store.
4. To ensure the store establishes a strong identity with the community and marketplace in which it trades.

D. Operations
1. Knows how to operate the systems and check on daily Logbook.
2. Audits the opening procedures checklist to make sure that the floor is ready to host guests; audits closing procedures & follows up regarding checklist.
3. Ensure the telephone is answered by all your team professionally.
4. Supports all staff during rush hours.
5. Follows up regarding all administrative duties.
6. 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.
7. Confirms and sends the weekly sales report to the Head office.
8. Fills the weekly report & share it with the Regional Operations Manager.
9. Analyses and sends monthly Payout Figures to the management.
10. Confirms & share the End of Day report with the Management Team.
11. Prepares a periodic strategic business plan and submit it to the management which includes better contribution to the branch itself.
12. Lead the Team to hit sales targets by assisting in successfully managing the team.
13. 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.
14. Continually seek to improve the suitability, adequacy and effectiveness of the established Quality Management System implemented within the premise.
15. Remain UpToDate with all required training as per the internal policy of every mall.
E. Inventory Control
1. Monitor merchandise inventory and approves on the re-order.
2. Controls the weekly & monthly inventories made by the Floor supervisor / Team Leader.
3. Audits the Order prepared by the Team Leader / Supervisor prepared based on Par Level.
F. Facility Maintenance
1. Prepares and sends the maintenance request to the Support department after coordinating with the Floor supervisor / Team Leader.
2. Maintains the POS continuously in coordination with the IT department.
G. Financial
1. Approves the Cash out report & coordinates with the Head office accordingly.
2. Assist in Bank deposit and be the iCashier Expert.
3. Sends the daily & monthly Transaction Report to the accounting department after comparing & confirming the Net Amount.
4. Identify and communicate any accounting related issues to line manager promptly.

Requirements

• Understand the fundamental principles of Cosmofun’s Quality Policy and implement them for conformity to ISO 9001:2015 and ISO 45001