Senior Operations Manager

Only World Group; Penang; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading attraction company in Penang seeks a Senior Operations Manager to oversee end-to-end operations. The role involves ensuring exceptional guest experiences while achieving operational efficiency and profitability. The ideal candidate will have a Bachelor's degree and at least 8-10 years of experience in operations management within attractions or hospitality. Strong leadership, operational planning, and communication skills are essential. This position offers growth opportunities in a dynamic environment focused on excellence and safety.

Benefits

High-impact role

Dynamic work environment

Growth opportunities

Qualifications

• Minimum 8–10 years of operations management experience, preferably in theme parks or attractions.
• Proven experience managing large teams is essential.
• Strong understanding of safety compliance and risk management required.

Responsibilities

• Lead and manage operations across all attractions.
• Ensure smooth daily operations and achieve guest satisfaction benchmarks.
• Foster a strong service culture focused on safety and professionalism.

Skills

Leadership skills

Operational planning

Problem-solving

Communication skills

Education

Bachelor’s Degree in Hospitality or related field

Job description

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The Senior Operations Manager is responsible for overseeing the end-to-end operations of The TOP, Penang, ensuring exceptional guest experience, operational efficiency, revenue optimisation, and strict adherence to safety and compliance standards. This role leads multiple attractions and teams while working closely with management to drive performance and continuous improvement.

Key Responsibilities

Operations & Performance Management

Lead and manage daily operations across all attractions, outlets, and facilities within The TOP.

Ensure smooth day‑day operations while achieving operational KPIs, revenue targets, and guest satisfaction benchmarks.

Monitor and optimise manpower deployment, schedules, and productivity.

Leadership & Team Management

Lead, coach, and develop operations managers, supervisors, and frontline teams.

Foster a strong service culture focused on safety, professionalism, and guest experience.

Support recruitment, training, performance evaluation, and staff engagement initiatives.

Guest Experience & Service Excellence

Ensure consistent delivery of high-quality guest experiences across all attractions.

Handle escalated guest feedback, incidents, and service recovery professionally.

Implement service improvement initiatives based on guest feedback and operational insights.

Safety, Compliance & Risk Management

Enforce strict compliance with safety standards, SOPs, local authority regulations, and company policies.

Conduct regular safety audits, inspections, and risk assessments.

Ensure incident reporting, corrective actions, and preventive measures are implemented.

Support budgeting, cost control, and expense management to improve operational profitability.

Monitor operational costs, vendor contracts, and maintenance expenses.

Drive revenue‑generating initiatives in collaboration with sales and marketing teams.

Stakeholder & Cross‑Functional Coordination

Work closely with Marketing, HR, Finance, Engineering, and Project teams to ensure operational alignment.

Liaise with mall management, vendors, and external stakeholders.

Prepare and present regular operational reports, performance dashboards, and management updates.

Identify gaps and lead continuous improvement initiatives to enhance efficiency, safety, and guest experience.

Requirements

Education & Experience

• Bachelor’s Degree in Hospitality, Business Management, Operations Management, or related field.
• Minimum 8–10 years of operations management experience, preferably in:
• Theme parks
• Attractions
• Hospitality or retail operations
• Proven experience managing large teams and multi‑attraction environments.
• Strong leadership and people management skills.
• Excellent operational planning, problem‑solving, and decision‑making abilities.
• Strong understanding of safety compliance, SOPs, and risk management.
• Financial acumen with experience in budgeting and cost control.
• Excellent communication and stakeholder management skills.

Other Requirements

• Willing to work on weekends, public holidays, and during peak periods.
• Comfortable with on‑site, hands‑on operational involvement.
• Experience in theme park or attraction operations is a strong advantage.

Why Join The TOP, Penang

• Lead operations at one of Penang’s iconic attractions.
• High‑impact role with visibility and growth opportunities.
• Dynamic environment focused on excellence, safety & guest satisfaction.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as an operations manager?
• How many years' experience do you have as a manager / team lead?
• Do you have experience in a sales role?
• How many years of recruitment experience do you have?
• How many years of business management experience do you have?