Team Leader

A. Guest Services

• Be the expert: Explain game operation or rules to guests and motivate them to play.
• Be the Ambassador of Fun: Create an enjoyable play experience in our facility to encourage repeat visits.
• Ensure all guests are greeted enthusiastically and all your team interact with guests positively and professionally.
• Fills and sends all complaints related to the daily problems happened with guests and send it to the Supervisor for action.
• Assist with the guest service exit-interview process as required and provide associates with immediate positive and negative feedback as a result of the interviews and correct any deficiencies immediately.
• Keep professional records in the event of guest service deficiencies, complaints, or accidents.
• Ensure the telephone is answered by all your team professionally.

B. Staffing

• Prepares the weekly schedule & section rotation of employees and send it to the Supervisor for approval.
• Manages the Security and Stewarding team on site and assure productivity of work from their end.
• Leads, manages & coaches team members.
• Follows up concerning the induction program of new joiners and provides feedbacks accordingly.
• Assist in team members performance evaluation by providing feedback.
• Supports all staff during rush hours.

C. Operations

• Be a promoter: Promote marketing tools, packages and Cosmocity features.
• Fills the Daily Log book and End of day report & share it with the Supervisor.
• In charge of filling the opening & closing procedures checklist to make sure that the floor is ready to host guests.
• Prepares the Fond de Caisse and new cards before the shift.
• In charge of filling tickets, refilling Merchandisers machines, taking weekly counters, and finalizing all transfers.
• In charge of closing procedures & following up regarding the checklist.
• In charge of retrieving & preparing the transaction report and ensuring reconciliation between the system and cash money report on count.
• Prepares all reports related to EMP Sheet, POS Privilege, XD & Photo Booth Counter and submits them to the FM with clarifications.
• Knows how to handle responsibilities and submit reports to the line manager.
• Follows up on all administrative duties related to GSAs.
• Assists the line manager in ensuring that the team follows the Cosmocity Operations and Personnel Manuals.

D. Inventory Control

• Monitor merchandise inventory and assist in the re-order process (based on Par Level Sheet) and send it to the Supervisor for approval.
• Ensure that all merchandise is kept, stored, and presented according to safety standards and Cosmocity presentation norms.
• Ensure that all deliveries to consumers are made within the earlier expiry date of the product.

E. Facility Maintenance

• Ensure that all equipment is in excellent condition and notify management immediately of any deficiencies.
• Follow up on maintenance of the games and the game area.Perform minor repairs on various machines.
• Monitor the facility s conformity with fire and safety regulations

F. Financial

• Identify and communicate any accounting related issues to the line manager promptly.
• Count money in the cash drawer at the beginning of shifts to ensure that amounts are correct and assist in bank deposits.
• Receive and validate payments (cash, check, credit cards, vouchers, receipts, refunds, credits ).
• Receive the daily cash-out from cashiers, prepare the report and share it with the FM.

Understand the fundamental principles of Cosmofun s Quality Policy and implement them for conformity to ISO 9001:2015 and ISO 45001:2018 requirements. Be committed to the principle of continuous improvement in service quality, reliability, and guest service excellence. Be aware of and conduct training on safety measures, incidents, emergency procedures, and communication procedures. Be able to handle minor technical issues related to machines, manage minor incidents, and report them to the supervisor on duty. Be aware of the evacuation plan according to the facility manual and Mall/Shopping Centre instructions. Ensure store compliance including effective systems for: first aid, PPE, hazardous systems and dangerous goods management, licensing, induction support, and training needs development, reviews, and planning. Ensure understanding of business operations and the hazards and risks involved. Ensure that information regarding incidents, hazards, and risks is received and responded to in a timely manner
Ensure established Quality and Health & Safety requirements are identified and controlled to prevent their unintended use and delivery.
Provide guest services in line with Cosmofun s adopted Quality Policy to exceed their expectations and build their loyalty. Help the team monitor the redemption/cashier area s conformity to fire and safety regulations.
Critical Competencies
Leadership skills
Decision making skills
Strong communication and interpersonal s