General Manager

The General Manager plays a pivotal role in ensuring smooth and efficient operations of the business. This role is responsible for maximizing revenue, ensuring exceptional guest experiences, and maintaining safety standards.

The General Manager will collaborate with multiple departments and stakeholders, including internal departments.

This position will oversee the daily operations of the business and will work closely with the sales and marketing agents to ensure financial targets are being met.

Financial Accountabilities:

• To create and implement Yearly Budgets.
• To create and implement sales targets with (internal and external) teams.
• To create financial reports for the Board of Directors.
• To ensure actual expenses do not exceed the budget to increase profit.
• To actively maximise revenue wherever possible.
• To ensure facility equipment reaches maximum lifespan.
• To actively seek and implement cost-saving programs to provide positive financial results.
• To build relationships with key stakeholders (suppliers, sponsors, sales channels) to ensure business continuity).

Job Scope:

• Guarantee the safe operation of the business.
• Design and implement strategies for growth.
• Lead, coach, support, and inspire the team to ensure they are motivated, passionate, and well trained to provide a safe and memorable experience for our guests.
• Control budgets and optimize resources.
• Ensure the visitors’ experience is unique, seamless, and enjoyable.
• Prepare for potential future responsibilities as the company's official Accountable Manager in accordance with GCAA guidelines.
• Work with the operations team to ensure all safety guidelines with relevant authorities are constantly followed.
• Form a cohesive and productive relationship with Government authorities (Trakhees, DM, FoodWatch, GCCA, DCAA, and Civil Defense).
• Manage all aspects of site management, including property maintenance, security, health and safety, queue management, on-site sales, and visitor experience.
• Measure, analyse and create a viable strategy to ensure attraction yields are maximized from a range of sales channels.
• Provide data, support, and actionable intelligence to the marketing team, for them to develop targeted marketing campaigns.
• Provide solutions to day-to-day issues (profit decline, declining attendance, employee conflicts, guest issues).
• Manage budgets, control stock levels, and produce financial reports for the Board.
• Build relationships with key stakeholders (venue, suppliers, sponsor, sales channels) to ensure business continuity.
• Ensure the interests of the attraction sponsor are considered throughout the experience.
• Develop the team to provide outstanding guest service through daily supervision of operations.
• Develop direct reports.
• Coach and discipline colleagues in a fair and consistent manner to motivate and improve performance.
• Ensure that all safety rules and procedures are always adhered to.
• Conduct departmental training/communication briefings as required.
• Track live attendance and individual staff performance.
• Handle guests concerns courteously and fairly, and provide appropriate, available, and achievable service recovery as needed.
• Ensure any service delivery defects are resolved and identify any trends and share observations/improvements with the TDB Management team to action.