Job Description

Key Responsibilities

1. Operations Management

• Oversee daily operations of all business activities.
• Ensure smooth coordination between ticketing, operations, maintenance, marshals, and customer service teams.
• Develop and implement SOPs for all activities.
• Ensure activities are operational, safe, and maintained to high standards.
• Monitor daily attendance, booking flow, and crowd management.
• Improve operational efficiency and guest flow experience.
• Conduct regular inspections on facilities, equipment, and operational readiness.

2. Revenue & Business Growth

• Drive division revenue growth through:
• Walk-in sales
• Group bookings
• Corporate events
• Birthday parties
• School programs
• Tournaments and competitions
• Develop pricing strategies, promotional packages, and upselling opportunities.
• Identify new business opportunities and activity concepts.
• Work with marketing team to increase awareness and conversion.
• Analyze sales performance and prepare monthly business reports.

3. Team Leadership & Human Resource Management

• Lead and manage operations managers, supervisors, marshals, and support staff.
• Recruit, train, and develop operational personnel.
• Create staff schedules and manpower planning.
• Build a strong service-oriented and safety-focused culture.
• Conduct performance evaluations and KPI tracking.
• Handle disciplinary matters and operational conflict resolution.

4. Guest Experience & Customer Service

• Ensure high standards of customer satisfaction and guest engagement.
• Handle escalated customer complaints professionally.
• Improve customer journey from arrival to exit.
• Develop memorable experiences that encourage repeat visits and referrals.
• Monitor online reviews and operational feedback.

5. Safety & Risk Management

• Ensure all activities comply with safety regulations and internal SOPs.
• Conduct routine safety briefings and emergency preparedness drills.
• Monitor incident reporting and corrective action procedures.
• Ensure all equipment is maintained, inspected, and safe for public use.
• Minimize operational risks and liability exposure.

6. Event & Program Management

• Oversee tournaments, special events, school trips, and corporate programs.
• Coordinate logistics, staffing, and operational execution for events.
• Develop seasonal campaigns and activity-based events to increase traffic.
• Ensure smooth event execution and customer satisfaction.

7. Financial & Administrative Responsibilities

• Prepare and manage operational budgets.
• Control departmental costs and wastage.
• Monitor payroll, operational expenses, and inventory usage.
• Ensure proper stock control for operational equipment and consumables.
• Submit operational and financial reports to management.

8. Strategic Planning & Expansion

• Assist directors in long-term planning and attraction development.
• Research industry trends and competitor activities.
• Propose new entertainment, operational improvements, and revenue streams.
• Participate in expansion planning and new site setup if required.

Key Performance Indicators (KPIs)

• Monthly revenue growth
• Customer satisfaction ratings
• Safety incident reduction
• Staff retention and performance
• Event booking targets
• Operational efficiency
• Attraction uptime
• Repeat customer rate
• Profit margin performance

Requirements

• Diploma or Degree in Business Management, Hospitality, Sports Management, Recreation, or related field.
• Minimum 5 years experience in higher management involving entertainment industry.
• Strong leadership and people management skills.
• Experience handling large-scale operations and events.
• Strong understanding of safety procedures and operational SOPs.
• Excellent communication and problem-solving skills.
• Ability to work weekends, holidays, and peak periods.

Interested candidate may apply online or share your resume to revathiy(at)talentrecruit.com.my

Only shortlisted candidates will be notified