Job Description: Operations Manager – Family Entertainment Center (FEC)
1. Job Purpose
The Operations Manager is responsible for overseeing the daily operations of a Family Entertainment Center (FEC), ensuring a safe, enjoyable, and high-quality experience for guests of all ages. The role involves managing staff, entertainment attractions, customer service, facility maintenance, safety compliance, operational budgets, and revenue performance while ensuring smooth and efficient centre operations.
2. Key Responsibilities
A. Daily Operations Management
- Oversee the day-to-day operations of the Family Entertainment Center, including indoor play areas, arcade games, rides, attractions, party rooms, and food and beverage outlets, as applicable.
- Ensure all attractions and facilities are operational, clean, safe, and ready for guests.
- Develop and implement standard operating procedures (SOPs) for all operational activities.
- Monitor daily opening and closing procedures, cash handling, ticketing, admissions, and operational checklists.
- Ensure adequate staffing and efficient allocation of operational resources.
- Coordinate with maintenance, housekeeping, security, and technical teams to maintain operational standards.
B. Staff Management and Leadership
- Recruit, train, supervise, and evaluate operational staff, including supervisors, customer service representatives, attraction operators, and floor attendants.
- Prepare staff schedules and manage shift rotations according to business requirements.
- Conduct regular team briefings, performance reviews, and training sessions.
- Promote teamwork, accountability, discipline, and professional customer service.
- Monitor staff attendance, productivity, and compliance with company policies.
- Identify training needs and support employee development.
C. Guest Experience and Customer Service
- Ensure a welcoming, engaging, and family-friendly environment for all visitors.
- Monitor guest satisfaction, service quality, and customer feedback.
- Handle guest complaints, incidents, refunds, and service recovery professionally.
- Establish service standards for admissions, attractions, birthday parties, and other guest activities.
- Implement initiatives to improve guest retention, repeat visits, and customer loyalty.
- Ensure accessibility, cleanliness, and comfort throughout the facility.
D. Safety, Risk Management, and Compliance
- Ensure compliance with applicable health, safety, fire protection, and local regulatory requirements.
- Conduct routine safety inspections of rides, attractions, play equipment, and public areas.
- Ensure equipment inspections, preventive maintenance, and safety checks are completed and documented.
- Implement emergency response procedures for injuries, fire, equipment failures, lost children, and other incidents.
- Ensure staff receive appropriate safety training, first-aid awareness, and emergency response instruction.
- Maintain incident reports, risk assessments, inspection records, and corrective action logs.
- Ensure child safeguarding procedures and appropriate supervision arrangements are followed.
- Coordinate with relevant authorities, contractors, and equipment specialists when required.
E. Financial and Commercial Management
- Prepare and monitor operational budgets, expenses, and resource utilization.
- Monitor revenue from admissions, attractions, arcade games, birthday parties, memberships, events, and food and beverage sales, where applicable.
- Analyze daily, weekly, and monthly operational and financial performance.
- Identify opportunities to increase revenue, improve profitability, and reduce operating costs.
- Monitor ticketing accuracy, cash reconciliation, inventory control, and loss prevention.
- Coordinate with the finance team on financial reporting, purchasing, and expense approvals.
- Support pricing strategies, promotional activities, and special offers in coordination with management and marketing.
F. Facility and Maintenance Management
- Ensure the facility, equipment, attractions, furniture, and public areas are maintained in good working condition.
- Coordinate preventive and corrective maintenance activities.
- Monitor housekeeping, sanitation, waste management, and general presentation.
- Ensure equipment breakdowns are reported promptly and affected attractions are safely isolated when necessary.
- Coordinate with suppliers and contractors for repairs, servicing, and equipment replacement.
- Maintain records of maintenance schedules, service reports, warranties, and equipment inspections.
G. Events and Birthday Party Management
- Oversee birthday parties, school visits, group bookings, corporate events, and seasonal entertainment programs.
- Coordinate event schedules, party packages, staffing, catering, decorations, and customer requirements.
- Ensure events are delivered on time and according to agreed service standards.
- Monitor event profitability, guest feedback, and operational efficiency.
- Work with the marketing and sales teams to develop promotions and attract group bookings.
H. Inventory and Vendor Management
- Monitor stock levels of consumables, merchandise, prizes, cleaning materials, and operational supplies.
- Ensure proper purchasing, storage, stock rotation, and inventory reconciliation.
- Coordinate with suppliers and service providers to ensure timely delivery and quality standards.
- Evaluate vendor performance and support cost-effective procurement.
- Maintain accurate inventory records and minimize wastage and stock discrepancies.
I. Reporting and Continuous Improvement
- Prepare daily, weekly, and monthly operational reports.
- Monitor key performance indicators (KPIs), including attendance, revenue, labour costs, guest satisfaction, equipment downtime, and incident rates.
- Analyze operational challenges and implement corrective and preventive actions.
- Conduct regular operational audits and recommend improvements.
- Collaborate with senior management, marketing, finance, human resources, and technical teams to achieve business objectives.
3. Qualifications and Experience
- Bachelor's degree or diploma in Business Administration, Hospitality Management, Operations Management, Leisure Management, or a related field.
- Typically, 3–5 years of relevant operational experience, including supervisory or managerial responsibilities; requirements may vary by centre size.
- Previous experience in a Family Entertainment Center, amusement park, indoor play centre, bowling centre, arcade, theme park, or hospitality and leisure facility is preferred.
- Experience in staff management, budgeting, customer service, facility operations, and safety procedures.
- Knowledge of attraction operations, preventive maintenance coordination, and incident management is an advantage.
4. Required Skills and Competencies
- Strong leadership and people-management skills.
- Excellent customer service and guest relations.
- Operational planning and problem-solving.
- Budget management and financial awareness.
- Health, safety, and risk management.
- Staff scheduling and workforce planning.
- Vendor and inventory management.
- Conflict resolution and decision-making.
- Strong communication and interpersonal skills.
- Proficiency in Microsoft Office and relevant POS, ticketing, and reporting systems.
- Ability to work under pressure during peak periods, weekends, holidays, and special events.
