Operations Manager

Responsibilities:

Daily Operations Management:

• Oversee the daily activities of the park to ensure smooth and efficient operations.
• Coordinate the activities of different departments, including games, arcade, cinema, food and beverage, customer service, and facility maintenance.
• Ensure all attractions, equipment, and facilities are functional and ready for daily operations.
• Develop and implement operational procedures to improve efficiency and service delivery.
• Monitor daily opening and closing activities and ensure operational readiness.

Staff Supervision and Management:

• Supervise supervisors, team leads, and operational staff across different departments.
• Prepare staff duty rosters and ensure adequate staffing for daily operations and special events.
• Monitor staff attendance, punctuality, discipline, and productivity.
• Identify training needs and ensure employees receive appropriate operational and customer service training.
• Promote teamwork, accountability, and professionalism among staff.

Customer Service and Experience:

• Ensure customers receive excellent service throughout their visit.
• Monitor customer feedback and address complaints or service-related issues promptly.
• Ensure proper handling of customer enquiries, bookings, and reservations.
• Work with relevant departments to improve customer satisfaction and repeat patronage.
• Ensure staff maintain a welcoming, friendly, and professional attitude towards customers.

Facility and Equipment Management:

• Monitor the condition and functionality of games, rides, entertainment equipment, and other facilities.
• Coordinate routine maintenance, repairs, and servicing of equipment.
• Ensure cleanliness, organisation, and proper maintenance of the entire facility.
• Report equipment faults and ensure prompt resolution to minimise operational downtime.
• Maintain proper records of maintenance activities and equipment performance.

Health, Safety and Security:

• Ensure compliance with health, safety, hygiene, and security procedures.
• Conduct regular operational and safety inspections.
• Ensure safety guidelines are followed when operating games, rides, and other entertainment facilities.
• Coordinate emergency response procedures and incident reporting.
• Work with security personnel to maintain a safe environment for customers and employees.

Inventory and Cost Control:

• Monitor the use and availability of operational supplies, equipment, and consumables.
• Ensure proper inventory management and minimise wastage.
• Monitor departmental expenses and recommend cost-saving measures.
• Ensure accurate records of operational materials, equipment, and maintenance expenses.
• Report shortages, damages, and unusual stock movements to management.

Events and Special Activities:

• Coordinate the operational requirements for birthdays, corporate events, school visits, and private bookings.
• Ensure adequate staff, equipment, and facilities are available for scheduled events.
• Work with the marketing and customer service teams to ensure successful event delivery.
• Monitor event execution and address operational challenges.

Reporting and Performance Monitoring:

• Prepare daily, weekly, and monthly operational reports.
• Monitor departmental performance and ensure operational targets are achieved.
• Report operational challenges, incidents, and maintenance requirements to the General Manager.
• Recommend improvements to operational processes, customer experience, and service delivery.

Requirement:

• HND in Business Administration, Hospitality Management, Operations Management, or a related field.
• Minimum of 3–5 years' experience in operations management, preferably in hospitality, entertainment, leisure, recreation, or facility management.
• Experience supervising multiple teams or departments.
• Good knowledge of facility management, customer service, inventory control, and operational procedures.
• Strong leadership, organisational, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work flexible hours, including weekends and public holidays, where required.
• Proficiency in Microsoft Office and operational reporting tools.

Key Competencies:

• Operations planning and coordination.
• Staff supervision and team leadership.
• Customer service management.
• Facility and equipment maintenance coordination.
• Health, safety, and risk management.
• Inventory and cost control.
• Problem-solving and decision-making.
• Reporting and performance monitoring.