Head - Customer Experience & Operations (Entertainment, Gaming & Hospitality)

5 days ago

Bengaluru, Karnataka, India 95hm Learning Solutions Pvt Ltd Full time ₹ 7,20,000 - ₹ 14,40,000 per year

1. Operational & Planning

  • Oversee Daily Operations: Manage all aspects of the facility's operations, including the karting track, arcade and PC gaming zones, food and beverage service, and events. Ensure all areas run smoothly and efficiently.
  • Strategic Planning: Develop and execute business plans to drive revenue growth, manage costs, and improve profitability. Identify new opportunities for expansion, partnerships, and market penetration.
  • Maintain Standards: Uphold the highest standards of safety, service, and cleanliness across all departments, ensuring a premium guest experience.

2. Financial Management

  • Budgeting & P&L: Take full ownership of the facility's budget and profit & loss (P&L) statement. Analyze financial data to make informed business decisions.
  • Revenue Management: Implement pricing strategies, promotions, and packages to maximize revenue from gaming, karting, and F&B sales.
  • Inventory & Cost Control: Manage inventory for all areas, from F&B to spare parts for karts, to minimize waste and control expenses.

3. Guest Experience & Brand Management

  • Ensure Guest Satisfaction: Lead a team focused on providing exceptional customer service. Handle all guest complaints and feedback with a sense of urgency and professionalism.
  • Brand Ambassador: Act as the face of the brand, building strong relationships with key clients, corporate partners, and the local community.
  • Marketing & Promotions: Collaborate with the marketing team to create and execute promotional events, loyalty programs, and social media campaigns that attract new guests and retain existing ones.

4. Team Leadership & Development

  • Recruitment & Training: Recruit, hire, and train a high-performing team, including supervisors, gaming staff, track marshals, and F&B personnel.
  • Performance Management: Set clear performance goals, provide ongoing coaching, and conduct regular performance reviews.
  • Foster a Positive Culture: Create a fun, safe, and motivating work environment that encourages teamwork and professional growth.

Required Skills & Qualifications

  • Proven Experience: A minimum of 5-7 years of experience in a senior management role within the entertainment, hospitality, or recreation industry.
  • Business Acumen: Strong understanding of business principles, financial management, and P&L analysis.
  • Leadership Skills: Exceptional leadership skills with the ability to inspire, motivate, and manage a diverse team.
  • Passion for the Industry: A genuine interest in gaming, racing, and entertainment is a major plus.
  • Problem-Solving: The ability to think on your feet and solve complex operational and guest-related problems under pressure.
  • Communication: Excellent verbal and written communication skills.

Job Type: Full-time

Pay: ₹100, ₹125,000.00 per month

Benefits:

  • Commuter assistance
  • Food provided
  • Health insurance
  • Life insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Education:

  • Bachelor's (Preferred)

Experience:

  • Customer service: 10 years (Preferred)

Work Location: In person

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