Team Leader - Dubai

Job Purpose Lead and inspire the Orange Wheels team to deliver exceptional customer experiences, ensure smooth day-to-day operations, adherence to SOPs, and drive growth, to uphold Orange Wheels' commitment to providing a premium edutainment experience for children.

Key Responsibilities

• Daily Operations
• Supervise the day-to-day operations of Orange Wheels centre, ensuring adherence to grooming standards.
• Implement and uphold promotional activities to drive engagement and customer loyalty.
• Conduct regular 15-minute daily briefings for the team.
• Monitor and minimize absenteeism to ensure operational efficiency.
• Encourage and motivate employees, serving as a role model and example.
• Enforce a no-phone policy for employees to maintain a focused and safe environment.
• Oversee inventory in the cafe, maintaining office supplies, and ensuring timely ordering of materials.
• Manage the frequent occurrence of parties, ensuring smooth coordination and supervision.
• Submit daily End-of-Day (EOD) reports to the Area Manager, Finance, and Regional Manager.
• Ensure SOPs are followed with 100% adherence.
• Be ready to lend a hand with additional tasks when colleagues in OW are unavailable, ensuring a seamless workflow and strong team support.
• Sales and Revenue Management
• Contribute to achieving weekly sales targets by effective managing of the team.
• Regularly update the daily sales board, offering in-depth insights into sales metrics and trends for the team's awareness and analysis.
• Customer Experience
• Lead the delivery of exceptional customer experiences, ensuring play areas, cafe, party hall, and retail spaces meet high standards.
• Manage the kids and parents, with specific guidelines for weekdays and weekends.
• Address and resolve customer complaints promptly, implementing necessary measures for cleanliness and satisfaction.
• Reporting and Analysis
• Manage internal data in SharePoint related to maintenance, inventory, and attendance.
• Provide proper communication channels, especially in risk mitigation situations.
• Address maintenance issues promptly, ensuring timely resolution even in emergencies.
• Team Leadership and Development
• Motivate the team by setting an example, following SOPs, and ensuring their adherence.
• Incorporate motivational strategies, such as a "Quote of the Day" and daily sales board updates.
• Encourage employee suggestions, communicate with the area manager regarding IT concerns, and implement recognition schemes.
• Recognize the need for customer service training and ensure it is implemented for the team.

Knowledge

• Operational management in edutainment
• Customer experience strategies
• Sales and revenue management
• Standardization & SOP enforcement
• Quality assurance measures
• Risk assessment & management
• Health & hygiene standards in child-centric environments
• Inventory management
• Ordering processes and coordination of operational needs

Skills

• Leadership and motivation
• Analytical thinking
• Problem-solving
• Customer service and complaint resolution
• Coordination with various departments
• Adaptability to dynamic environments
• Implementation of security measures and risk management

Key Performance Objectives

• To achieve weekly & monthly sales targets of orange wheels
• To implement effective strategies to drive sales & upselling
• To adhere all the SOPs
• To conduct regular audits to ensure safety & quality compliance