Job Summary

We are seeking a hands-on Operations Manager to oversee daily operations at our interactive gaming experience. You will lead the floor team, manage schedules, and ensure a safe, engaging, and seamless experience for all players, especially during peak periods.

Responsibilities

• Lead and supervise floor team members during shifts to deliver a seamless and engaging player experience
• Manage staff scheduling and team coverage to optimize operational efficiency and meet peak demand
• Train, coach, and evaluate team performance to enhance service quality and adherence to standards
• Communicate game rules and safety procedures clearly to players to ensure compliance and a safe environment
• Manage bookings and respond to customer enquiries promptly to maximize customer satisfaction
• Monitor attendance and operational performance metrics to identify areas for improvement and ensure smooth operations
• Implement and maintain standard operating procedures (SOPs) to uphold safety and operational efficiency
• Oversee equipment, systems, and facility readiness through regular checks and coordination with maintenance teams
• Handle escalated customer issues professionally to resolve conflicts and maintain positive customer relations
• Support digital booking and point-of-sale (POS) processes to facilitate efficient transactions
• Assist with hiring, onboarding, and training new staff to build a competent and motivated team
• Prepare basic operational and incident reports to document daily activities and any issues encountered

Preferred competencies and qualifications

• Experience in entertainment, attractions, hospitality, or customer experience environments
• Supervisory or operations management experience
• Strong communication skills to effectively engage with team members and customers
• Leadership skills to motivate and guide teams toward operational excellence
• Problem-solving skills to address operational challenges and customer concerns
• Availability to work weekends, evenings, and public holidays