Full job description

Job Purpose:

Lead and inspire the Orange Wheels team to deliver exceptional customer experiences, ensure smooth day-to-day operations, adherence to SOPs, and drive growth, to uphold Orange Wheels' commitment to providing a premium edutainment experience for children.

Key Responsibilities:

1. Daily Operations

· Supervise the day-to-day operations of Orange Wheels centre, ensuring adherence to grooming standards.

· Implement and uphold promotional activities to drive engagement and customer loyalty.

· Conduct regular 15-minute daily briefings for the team.

· Monitor and minimize absenteeism to ensure operational efficiency.

· Encourage and motivate employees, serving as a role model and example.

· Enforce a no-phone policy for employees to maintain a focused and safe environment.

· Oversee inventory in the cafe, maintaining office supplies, and ensuring timely ordering of materials.

· Manage the frequent occurrence of parties, ensuring smooth coordination and supervision.

· Submit daily End-of-Day (EOD) reports to the Area Manager, Finance, and Regional Manager.

· Ensure SOPs are followed with 100% adherence.

· Be ready to lend a hand with additional tasks when colleagues in OW are unavailable, ensuring a seamless workflow and strong team support.

2. Sales and Revenue Management

· Contribute to achieving weekly sales targets by effective managing of the team.

· Regularly update the daily sales board, offering in-depth insights into sales metrics and trends for the team's awareness and analysis.

3. Customer Experience

· Lead the delivery of exceptional customer experiences, ensuring play areas, cafe, party hall, and retail spaces meet high standards.

· Manage the kids and parents, with specific guidelines for weekdays and weekends.

· Address and resolve customer complaints promptly, implementing necessary measures for cleanliness and satisfaction.

4. Reporting and Analysis

· Manage internal data in SharePoint related to maintenance, inventory, and attendance.

· Provide proper communication channels, especially in risk mitigation situations.

· Address maintenance issues promptly, ensuring timely resolution even in emergencies.

5. Team Leadership and Development

· Motivate the team by setting an example, following SOPs, and ensuring their adherence.

· Incorporate motivational strategies, such as a "Quote of the Day" and daily sales board updates.

· Encourage employee suggestions, communicate with the area manager regarding IT concerns, and implement recognition schemes.

· Recognize the need for customer service training and ensure it is implemented for the team.

Experience:

· Overall, 5 to 7 years of experience

. 3 to 5 years of managerial experience in the edutainment, hospitality, or related industry.

Knowledge:

· Operational management in edutainment

· Customer experience strategies

· Sales and revenue management

· Standardization & SOP enforcement

· Quality assurance measures

· Risk assessment & management

· Health & hygiene standards in child-centric environments

· Inventory management

· Ordering processes and coordination of operational needs

Skills:

· Leadership and motivation

· Analytical thinking

· Problem-solving

· Customer service and complaint resolution

· Coordination with various departments

. Adaptability to dynamic environments

. Implementation of security measures and risk management