Operations

Job Description

Job Summary:

The Operations Manager is responsible for overseeing the daily operations of our Family Entertainment Center (FEC), ensuring exceptional guest experiences, safety, and operational efficiency. This role involves managing staff, coordinating activities, maintaining facilities, and driving revenue through strategic planning and excellent customer service. The ideal candidate will bring strong leadership skills, a background in the entertainment or hospitality industry, and a proactive approach to enhancing the guest experience.

Key Responsibilities:

1. Operational Management:
   • Oversee day-to-day operations of the entertainment center, including attractions, food and beverage services, arcade, and event spaces.
   • Ensure all areas are clean, safe, and meet quality standards.
   • Develop, implement, and enforce operational policies and procedures to enhance productivity and customer satisfaction.
2. Staff Supervision and Development:
   • Recruit, train, schedule, and manage a team of employees, including front-line staff and supervisors.
   • Monitor staff performance, provide constructive feedback, and facilitate ongoing training programs.
   • Promote a positive team culture that emphasizes excellent customer service, teamwork, and professionalism.
3. Guest Experience and Customer Service:
   • Ensure a high level of guest satisfaction by creating a welcoming and engaging atmosphere for all visitors.
   • Handle guest complaints or issues promptly, ensuring a positive resolution.
   • Actively seek guest feedback to identify areas for improvement and implement changes as needed.
4. Financial and Budget Management:
   • Assist in setting revenue targets, budget planning, and expense control.
   • Monitor sales performance and operational expenses to ensure financial goals are met.
   • Analyze sales and attendance data, preparing regular reports for senior management.
5. Safety and Compliance:
   • Maintain compliance with local health, safety, and sanitation regulations.
   • Implement and monitor safety protocols to ensure the well-being of guests and employees.
   • Conduct regular facility inspections and ensure that any maintenance or repair needs are addressed promptly.
6. Inventory and Vendor Management:
   • Manage inventory for concessions, games, and attraction supplies, optimizing costs and minimizing waste.
   • Coordinate with vendors for supplies and maintenance services, negotiating contracts as needed.
7. Event Planning and Execution:
   • Support the planning and execution of special events, parties, and group activities, working closely with event coordinators.
   • Collaborate with the marketing team to promote events and drive attendance.
8. Marketing and Community Engagement:
   • Work closely with the marketing team to create promotions, loyalty programs, and partnerships.
   • Engage with the community to build relationships and increase the center’s visibility and reputation.

Qualifications:

• Bachelor’s degree in Hospitality, Business Management, or a related field (preferred).
• 3+ years of management experience in an entertainment, hospitality, or retail environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Budgeting, financial analysis, and P&L management experience.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of health and safety regulations in an FEC environment.

Preferred Skills:

• Familiarity with POS and facility management software.
• Experience in marketing and community outreach.
• Strong problem-solving skills and a proactive approach.

Benefits:

• Competitive salary
• Health and wellness benefits
• Paid time off
• Employee discounts and perks
• Opportunities for professional growth and advancement