OPERATION SUPERVISOR

BITGRIM IMMERSIFY GROUP SDN. BHD.; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading immersive experience company in Kuala Lumpur is hiring for an Operations Manager to oversee and improve departmental functions and enhance visitor satisfaction. The candidate must have a proven background in retail or customer service management and excellent leadership skills. Responsibilities include ensuring efficient operations, managing sales and customer service, as well as coordinating staff training. Flexibility to work various shifts is essential.

Qualifications

• Proven experience in retail, hospitality, or customer service management.
• Strong leadership skills with experience managing teams.
• Excellent interpersonal and communication skills.
• Proficiency in using ticketing and sales systems.

Responsibilities

• Oversee and ensure efficient operations across all departments.
• Manage staff shifts and training on customer service.
• Monitor performance of gallery service areas.
• Manage daily sales operations for tickets and souvenirs.

Skills

Leadership skills

Interpersonal skills

Customer service skills

Sales management

Multi-tasking

Tools

Point-of-sale systems

Ticketing platforms

Office software

Job description

Operations Management

• Oversee and ensure efficient operations across all departments, providing leadership and direction to maintain high standards of performance and customer service.
• Schedule and manage staff shift, ensuring adequate coverage during peak hours, special events, weekends and public holidays.
• Provide regular training on customer service, gallery offerings, and technology to ensure staff are well-prepared to assist visitors.
• Foster a positive team environment by encouraging collaboration, clear communication, and ongoing professional development.

Visitor Experience & Customer Service

• Ensure all staff deliver high-quality customer service by greeting and assisting visitors, answering inquiries, and addressing concerns.
• Oversee visitor flow management, ensuring the gallery’s immersive experiences, ticketing services, and souvenir sales run smoothly.
• Collect and analyze visitor feedback, making adjustments to services or displays as necessary to enhance visitor satisfaction.
• Resolve escalated customer complaints or issues with professionalism and a solution-oriented mindset.

Operational Oversight

• Monitor the performance of gallery service areas, ensuring exhibits and interactive elements are functioning as intended.
• Ensure the ticketing area and souvenir shop are clean, organized, and well-stocked.
• Oversee inventory management for the souvenir shop, tracking stock levels, replenishing items, and coordinating with suppliers as needed.
• Ensure that safety protocols, health guidelines, and gallery policies are strictly followed by all staff.

Sales Operations

• Manage daily sales operations for tickets and souvenirs, ensuring transactions are processed efficiently and accurately.
• Set and monitor sales targets for the souvenir shop, implementing strategies to meet or exceed them.
• Reconcile ticket sales, souvenir sales, and financial transactions at the end of each day, ensuring all records are accurate and reporting is completed.
• Review and analyze sales performance, providing insights for improvement.

Exhibit & Event Support

• Work closely with gallery curators and the technical team to ensure that exhibits are presented correctly and any technical issues are resolved quickly.
• Assist with the coordination and setup of special events, tours, or gallery functions, including managing visitor flow and staff allocation.
• Promote upcoming exhibitions, events, and gallery memberships to visitors in collaboration with the marketing team.

Ticketing and Technical Systems

• Oversee the use of ticketing systems, point-of-sale systems, and digital platforms for online sales and reservations.
• Troubleshoot and resolve any minor technical issues related to ticketing and sales systems.
• Work with the Technical team to ensure that all systems are up-to-date and functioning properly.

Reporting & Administrative Duties

• Compile daily, weekly, and monthly reports on ticket sales, souvenir revenue, visitor feedback, and staff performance.
• Collaborate with senior management to develop strategies for improving operations, increasing revenue, and enhancing visitor experiences.
• Manage the budget for operational supplies, ensuring cost-effective purchasing and inventory control.

Job Requirements

• Proven experience in retail, hospitality, or customer service management, preferably within a gallery, museum, or immersive experience setting.
• Experience of art, technology, or immersive experience industries is a plus.
• The salary package is based on relevant working experience.
• Strong leadership skills with experience managing and developing teams in a dynamic environment.
• Excellent interpersonal and communication skills, with the ability to engage visitors and resolve issues with a customer-first approach.
• Proficiency in using point-of-sale systems, ticketing platforms, computer systems and basic office software, along with familiarity in operating Android QR handheld scanners for inventory management, visitor check-ins, and event coordination.
• Ability to work efficiently in a fast-paced environment and handle multiple tasks simultaneously.
• Experience in sales management, with a proven ability to meet or exceed sales targets.
• Flexibility to work a variety of shifts, including evenings, weekends and public holidays as required.