Floor Manager Heineken Experience

3 weken geleden

Amsterdam, Nederland Heineken Nederland Voltijd

The Floor Manager at the Heineken Experience in Amsterdam is a pivotal role, responsible for overseeing the day-to-day operations of the world-famous venue. Attracting over a million guests and Heineken® fans each year. Serving as the ultimate brand ambassador, the Floor Manager ensures exceptional guest experiences while managing a large team of tour employees and Heineken Ambassadors. With a focus on the highest hospitality standards, this role plays a crucial part in maintaining the company's image and reputation and making sure that our guest flow and crowd control is management in a safe, efficient and excellent way.

**Your Responsibilities in this role**:

- Manage Tour employees and Flex workers to deliver high-level hospitality within the Heineken Experience.
- Handle guest questions and complaints promptly and courteously, ensuring a smooth traffic flow throughout the venue.
- Oversee venue opening and closing procedures, as well as monitor work instructions and maintain quality criteria.
- Functionally manage Tour employees, flex workers, and indirect partners like Risk Security, inspiring and engaging them to exceed guest expectations.
- Conduct performance management and coaching for internal and Flex workers, ensuring clear communication regarding targets and expectations.
- Manage and monitor the execution and improvement of work processes, contributing ideas and solutions for process enhancements.
- Report cash statements to the Finance department, managing cash flow and resolving any irregularities.

**Skills Required**:

- MBO/HBO qualification, preferably in Hospitality.
- 5-7 years of experience in the hospitality industry
- Experience in service-oriented roles within a dynamic environment.
- Strong communication and organizational skills.
- BHV/EHBO and Social Hygiene certified.
- Fluent in English, with proficiency in additional languages preferred.
- Flexible availability, including evenings, weekends, and holidays.

**How to Apply

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