Operations Manager - Leisure & Entertainment

Business Introduction

Job Title

Role Summary

Role Profile

• **Operational Leadership & Deliv**
• ery: Leads seamless F&B and entertainment operations in line with SOPs, brand standards, and MAF policies to deliver exceptional customer experiences and event execution.
• **Customer Experience & NPS Owners**
• hip: Creates a customer-focused environment, owns escalations and root-cause analysis, drives Service Excellence, and uses NPS and CX data to improve performance and profitability.
• **People Leadership & Cult**
• ure: Recruits, trains, coaches, and develops high-performing teams; drives engagement, succession planning, performance management, and change leadership.
• **Financial & P&L Accountabil**
• ity: Holds full P&L responsibility, ensuring revenue growth, cost control, EBITDA and net profit targets, cash handling compliance, and accurate financial reporting
• **Stock & Inventory Cont**
• rol: Oversees end-to-end inventory management, stock verification, variance control, and daily/periodic stock checks within budget thresholds.
• **Compliance, Audits & Governa**
• nce: Ensures adherence to contracts, legal and regulatory requirements, manages audits, closes findings on time, and maintains required operational documentation and reporting.
• **Health, Safety & Environment (H**
• SE): Ensures full compliance with food safety, health and safety.

Requirements

• Education & Certification: Hospitality Certificate/Diploma with relevant experience; PIC Level 3 certification.
• Experience: 5-8 years in a high-volume, fast-paced restaurant environment, with 3 years in a leadership role.
• Ability to stay calm, think clearly, and make sound decisions in demanding situations.
• Strong analytical, interpersonal, negotiation, and organizational skills with high attention to detail, speed, and accuracy.
• Passion for culinary excellence and guest service, high integrity, professionalism, and strong follow-through.

What We Offer

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.