1. PEOPLE MANAGEMENT, LEADERSHIP & DEVELOPMENT

Assist the Recreation Manager to:

1. Conduct selection, recruitment and promotion of respective Team Members in accordance with company procedures.
2. Conduct performance appraisals and identify appropriate training and development needs.
3. Develop and implement formal training plans for the department in collaboration with HR / People Development.
4. Identify departmental trainers, assign training responsibilities and monitor training effectiveness.
5. Make recommendations regarding Team Members' performance, development, recognition and promotion.

Responsible for:

1. Ensuring appropriate discipline and professional conduct within the team and communicating relevant matters to the LNS / Recreation Manager and HR.
2. Acting as a coach and role model for Team Leaders and Team Members.
3. Ensuring regular on-the-job training and coaching are conducted.
4. Supporting succession planning and career development within the department.
5. Conducting regular one-to-one discussions with Team Leaders and Team Members to identify strengths, development opportunities and training needs.
6. Supporting the development of Team Leaders and preparing suitable employees for future career progression.

2. OPERATIONS & TEAM COORDINATION

Assist the LNS / Recreation Manager to:

1. Coordinate and supervise daily Leisure & Sport activities and operations.
2. Plan and implement activities and entertainment programmes in line with the departmental strategy and guest profile.
3. Ensure the effective implementation of the daily operational programme.

Responsible for:

1. Ensuring clear delegation of responsibilities to Team Leaders and Team Members.
2. Following up on delegated tasks and ensuring timely and consistent execution.
3. Supporting and participating in daily departmental briefings.
4. Ensuring operational information, programme changes and management decisions are properly cascaded to the team.
5. Monitoring daily operational performance and identifying areas requiring improvement.
6. Ensuring operational issues are promptly escalated to the LNS / Recreation Manager with appropriate recommendations.
7. Maintaining a strong operational presence within the department.
8. Supporting continuity of operations during the absence of the LNS / Recreation Manager, within delegated authority.
9. Ensuring effective communication and collaboration between Team Leaders and Team Members.

3. GUEST EXPERIENCE & SERVICE EXCELLENCE

Responsible for:

1. Ensuring guests receive a warm, professional and engaging experience throughout all Leisure & Sport activities.
2. Interacting regularly with guests to obtain feedback and identify opportunities for improvement.
3. Monitoring guest satisfaction, CSI, TripAdvisor and other relevant guest feedback.
4. Following up on guest feedback and implementing appropriate corrective actions.
5. Handling and monitoring guest complaints and ensuring appropriate follow-up.
6. Ensuring activities and entertainment programmes are adapted according to guest profile, occupancy, nationality, age group and guest preferences.
7. Ensuring repeaters and VIP guests receive appropriate attention and that relevant preferences are communicated to the team.
8. Identifying opportunities to enhance guest engagement and participation.
9. Promoting a proactive guest-service culture within the Leisure & Sport team.
10. Supporting initiatives aimed at improving CSI and online guest reputation.

4. ACTIVITIES & ENTERTAINMENT

Assist the LNS / Recreation Manager to:

1. Develop and implement Leisure & Sport activities and entertainment programmes.
2. Review and adapt programmes based on occupancy, guest profile, guest feedback and business requirements.
3. Develop innovative activities and experiences that enhance guest engagement.
4. Support the introduction and pilot testing of new activities and entertainment concepts.

Responsible for:

1. Ensuring proper preparation and mise en place for all activities according to the daily programme.
2. Ensuring activities are properly staffed and executed.
3. Coordinating with relevant departments to ensure smooth implementation of activities and events.
4. Supporting the organisation and coordination of shows, special events and entertainment activities.
5. Assisting with the coordination of external entertainers, freelancers and entertainment providers within delegated authority.
6. Ensuring appropriate announcements and guest communication are carried out for activities and shows.
7. Encouraging Team Members to contribute ideas and participate in brainstorming sessions to improve the programme.

5. REVENUE & UPSELLING

Assist the LNS / Recreation Manager to:

1. Identify opportunities to increase revenue through Leisure & Sport activities and guest experiences.
2. Develop initiatives and special activities that support departmental revenue generation.

Responsible for:

1. Coaching Team Members on appropriate upselling and guest engagement techniques.
2. Monitoring opportunities for additional revenue through activities, events and related services.
3. Following up on the effectiveness of revenue-generating initiatives.
4. Supporting effective cost management and efficient use of departmental resources.
5. Assisting in monitoring departmental expenditure against approved budgets.

6. ROSTER, ATTENDANCE & MANPOWER

Responsible for:

1. Managing and monitoring departmental rosters in accordance with operational requirements.
2. Ensuring adequate operational coverage throughout the department.
3. Supervising attendance and punctuality of Team Members and following up on anomalies.
4. Coordinating with Team Leaders to ensure adequate coverage during shifts.
5. Supporting manpower planning according to occupancy, peak periods, festive periods and operational requirements.
6. Making recommendations to the LNS / Recreation Manager regarding manpower requirements.
7. Ensuring Team Members are deployed according to their skills, competencies and operational requirements.

7. EQUIPMENT & OPERATIONAL READINESS

Responsible for:

1. Ensuring all activities, equipment and operational areas are properly prepared.
2. Conducting regular checks of Leisure & Sport equipment and facilities.
3. Maintaining appropriate inventory of materials, equipment and accessories.
4. Reporting breakages, defects, loss or damage of operating equipment promptly.
5. Following up on maintenance and operational requirements to ensure activities remain fully operational.
6. Ensuring all equipment and activity areas are safe and fit for use.

8. QUALITY, HEALTH & SAFETY

Responsible for:

1. Ensuring Team Members operate in accordance with the Company's Quality Management System.
2. Ensuring compliance with Health & Safety regulations, policies and departmental procedures.
3. Ensuring appropriate safety briefings and training are provided to Team Members.
4. Reporting accidents, incidents, hazards or safety concerns through the appropriate channels.
5. Maintaining good housekeeping within Leisure & Sport areas.
6. Ensuring relevant quality procedures are implemented and followed.
7. Complying with all sustainability commitments and practices implemented within the department.
8. Notifying the relevant department of any matter that may have an impact on the environment or society.

9. COMMUNICATION & CROSS-DEPARTMENTAL COLLABORATION

1. Maintain effective communication with the LNS / Recreation Manager, Team Leaders and Team Members.
2. Ensure departmental decisions and operational instructions are communicated clearly and consistently.
3. Work closely with Front Office, Food & Beverage, Housekeeping, Engineering, People & Culture and other relevant departments to enhance guest experience.
4. Consult daily guest information to understand guest profile, countries of residence, age groups, VIPs and repeaters.
5. Use guest information to support appropriate activity planning and guest engagement.
6. Maintain effective professional relationships with internal and external stakeholders.
7. Promote a culture of transparency, teamwork, accountability and mutual respect.

10. CONTINUOUS IMPROVEMENT & INNOVATION

1. Identify opportunities to improve departmental efficiency, guest satisfaction and employee engagement.
2. Encourage Team Leaders and Team Members to contribute ideas and solutions.
3. Conduct brainstorming sessions to generate new activities, experiences and revenue opportunities.
4. Monitor implementation of agreed departmental action plans.
5. Use CSI, TripAdvisor, guest feedback, participation levels and revenue results to identify improvement opportunities.
6. Support the LNS / Recreation Manager in implementing continuous improvement initiatives.

11. BUDGET & COST MANAGEMENT

Assist the LNS / Recreation Manager to:

1. Prepare the annual departmental operating budget.
2. Monitor departmental expenditure against approved budget.
3. Identify cost-saving opportunities without compromising guest experience or operational standards.
4. Monitor the cost-effectiveness of activities, entertainment and special events.
5. Provide operational input into business plans and departmental initiatives.

12. LEADERSHIP & DELEGATED AUTHORITY

1. Act as the operational support and second-in-command to the LNS / Recreation Manager.
2. Ensure departmental strategies and operational decisions are effectively implemented.
3. Coordinate the team in accordance with the direction and delegated authority of the LNS / Recreation Manager.
4. Take responsibility for the continuity of daily operations when the LNS / Recreation Manager is absent, within delegated authority.
5. Escalate significant employee, guest, financial, safety or operational matters to the LNS / Recreation Manager promptly.
6. Maintain clear boundaries of authority and ensure all decisions remain aligned with company policies and procedures.

KEY ACCOUNTABILITIES

The Assistant Recreation Manager – Operations & Guest Experience will be accountable for supporting the LNS / Recreation Manager in:

• Daily operational excellence.
• Guest satisfaction and engagement.
• CSI and TripAdvisor performance.
• Activities and entertainment programme execution.
• Team leadership and coaching.
• Team Leader development.
• Training and succession planning.
• Revenue generation and upselling.
• Rostering and manpower coverage.
• Equipment and operational readiness.
• Quality and Health & Safety compliance.
• Effective departmental communication.
• Continuous improvement and innovation.
• Cost management and budget adherence.