[ref. m633417] Retail Operation Manager - Kuala Lumpur

Experience: Minimum 2-3 years of experience in a supervisory role in retail, entertainment, or customer service.

Technical Skills:

• Proficiency in POS systems and ticketing software.
• Basic understanding of interactive game mechanics and equipment maintenance is an advantage.
• Strong problem-solving and decision-making skills.

Soft Skills:

• Excellent leadership and team management skills.
• Strong customer service skills with a friendly and approachable demeanor.
• Good communication and interpersonal skills.
• Ability to work under pressure and adapt to a fast-paced environment.

1. Daily Operations Management:

• Oversee the daily operations of all game zones, ticketing counters, and retail areas within the Sunway branch.
• Ensure all interactive attractions are fully functional and comply with safety and standard operating procedures (SOPs).
• Coordinate with the technical team for preventive maintenance and timely repairs of gaming equipment.
• Monitor store cleanliness, equipment functionality, and general presentation of all areas.

1. Staff Supervision and Development:

• Supervise a team of Game Marshals, Operations Associates, and Front Desk Executives.
• Conduct training sessions for new staff on customer service, safety procedures, and game operations.
• Set daily performance targets for team members and provide coaching for continuous improvement.
• Conduct regular performance evaluations and provide feedback for staff growth.
• Schedule staff shifts to ensure adequate coverage during peak and off-peak hours.

1. Customer Service Management:

• Ensure high standards of customer service, including clear game instructions, prompt issue resolution, and friendly interactions.
• Monitor customer feedback and resolve complaints professionally and promptly.
• Provide clear briefings to players on game rules and safety guidelines before gameplay.
• Implement customer engagement activities (e.g., lucky draws, customer challenges) to enhance satisfaction.

1. Game Zone Management:

• Conduct daily checks of all game zones to ensure equipment is safe and fully operational.
• Oversee the player experience for each game, ensuring fair play and adherence to rules.
• Assist the Operations Manager in introducing new game modes or upgrading existing games.
• Monitor player participation rates and report any recurring technical issues to the technical team.

1. Retail and Ticketing Management:

• Manage the ticketing process, ensuring accurate sales, customer registration, and queue management.
• Oversee the sales of retail merchandise, ensuring attractive displays and adequate stock levels.
• Monitor stock levels for game supplies and retail items, coordinating with the procurement team for replenishment.
• Implement loss prevention measures to minimize theft or misuse of retail items.

1. Safety and Compliance:

• Enforce safety protocols across all game zones, including equipment usage, player briefings, and emergency procedures.
• Conduct regular safety inspections of game areas and report any hazards.
• Ensure staff are trained in emergency procedures, including first aid and evacuation plans.

1. Reporting and Communication:

• Prepare daily sales and performance reports for the Operations Manager.
• Track customer attendance, feedback, and game participation data for analysis.
• Communicate important updates, promotions, and changes to staff members.
• Maintain clear communication with the Operations Manager regarding any operational challenges.
• EPF/SOCSO/EIS
• Performance Bonus