Assistant CRC Grandstand Public Venue Operations Manager

Job Summary

Report into Senior Manager, CRC Grandstand Customer Services, the job holder will be responsible for supporting the manager to create operating model, simulation planning for the Public Stand operations and the Gardens where the Public will visit.  The role will require close co-ordination with the Segment Owners, the CRC Grandstand Catering and Food & Beverage team and Event Production team to ensure high quality customer services delivery in the public venue.  S/he will be heavily reliant on the servicing of facilities and overall site by the CRCGM.

Operational excellence, including the creation, refinement and implementation of processes is required.

Major Tasks

1.    CRC Grandstand Pre-Opening Phase
    1)    Assist Line Manager to design Operating Model for the Public Stand and the Public Garden.
    2)    Conduct workstream meetings with project teams and provide them with necessary inputs.
    3)    Prepare and present pre-opening process presentations for Public Venue that covering customer journey, customer flow, and customer experience; coordinate with project team, operations team, and senior management team to explain the various stages and nuances of pre-opening, including the standard requirements and compliances that are required.
    4)    Ensure that the project and the operation team comply to all pre-opening processes, operational brand standards, insurance requirements, etc.
    5)    Ensure the reception of all Front of House and Back of House areas in the Public Stand and Public Garden are in line with operational requirement, coordinating efforts with the Facility Management team and the Property Team.
    6)    Closely partner with the HR team to oversee the entire process of recruiting, onboarding, providing logistical support, and managing part-time employees for the public venue operation to ensure they are thoroughly trained, highly motivated, and adhere to the Club's standards.
    7)    Formulate and coordinate pre-opening simulations and test scripts for responsible areas.
    8)    Liaise with Public Segment to enhance customer experiences.  Provide insights to the Programme owner for initiatives in Public Venues aimed at achieving high customer satisfaction and increasing awareness in all CRC Grandstand operation days.
    9)    Coordinate on the handover from Property Team and receiving of Operations Equipment for responsible areas and oversees the configuration of OEs.
2.    CRC Grandstand Grand Opening and Post Opening Phase (On Raceday)
    1)    Guarantee the smooth operation of the Public Venue, which includes areas like the public entrance, public dining area, public garden, and the stage area for the performance, ensuring that these facilities are serviced and maintained by the Facilities Management (FM) team and the Security Team.
    2)    Work closely with the Security Team to provide a comfortable passage and manage queues and people traffic throughout the entire Public Stand and the Public Garden.
    3)    Work closely with CRC Grandstand Event Production team to implement the programmes that will be held in Public Stand.
3.    CRC Grandstand Post Opening Phase (Other management responsibilities)
    1)    Develop annual operating plan and keep track of business metrics such as labor cost and operating expense.
    2)    Coordinate with Facilities Management Team for better maintenance for the responsible areas.    
4.    CRC Grandstand Post Opening Phase (On Non-Raceday)
    1)    Oversees Non-Race Day operations and business activities for Grandstand.
    2)    Craft and manage customer experience and achieve customer satisfactory and brand enhancement on the Non-Raceday

Qualifications

• Proven experience in managing a sizeable operation in a relevant industry.
• Ability to manage multi-disciplinary operations in China, integration with the operations in Hong Kong under a matrix organization environment is a plus.
• Sophisticated stakeholder relationship skills; cultural sensitivity.
• Good influencing power and people engagement skills.
• Good business acumen.
• Proficient in both written and spoken English and Chinese (Mandarin and Cantonese).
• An awareness of the key site wide FM systems and Security systems that are critical to operations.

Experience

• A strong blend of technical and domain knowledge is required for this role. Thinking and applying first principles is critical. As such a strong academic background is required.
• A minimum of 8 years in managerial experience in hospitality operations and retail business.
• Sound knowledge of facility management.
• Knowledge in IT hospitality systems (e.g. stock management systems, etc.).
• Sound knowledge of hotel or theme park (theme park is preferable) organisation and operational workflow, with capabilities for reviewing architectural drawings during project planning and pre-opening phase and to provide valuable input to optimize back and front of house planning.
• Financially knowledgeable about typical hospitality ratios and KPIs, capable to establish pre-opening budgets and assisting the pre-opening teams to establish the operational financial planning and operational budget.
• Commercial Knowledge for coordinating together with digital marketing team, segment teams and hospitality services team the formulation of Grand Opening launching campaign and the business plan. Understand the positioning of the Club’s branding in China, services provided and how customer needs can be met and be capable to closing business. 
• Ability to engage with multiple senior stakeholders in a complex operation and with close working relationship with Headquarters.
• Demonstrated leadership capabilities.
• Practical experiences and established networks for working with the Mainland authorities and officials.
• Obtain valid Health Certificate as required by Mainland China laws and regulations.