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:
- 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.
- 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.
- 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.
- 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.
- 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.
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
Key Performance Objectives
- To achieve weekly & monthly sales targets of orange wheels
- To implement effective strategies to drive sales & upselling
- To adhere all the SOPs
- To conduct regular audits to ensure safety & quality compliance
