Supervisor / Lead Outlet (Klang Valley)

Only World Group; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Only World Group is seeking a capable supervisor to manage daily operations across theme parks or family entertainment centers. You will oversee opening/closing, safety, guest interactions, and event execution, ensuring high standards of service and efficiency.

The role requires 2+ years in supervisory or fast-paced environments, with strong leadership, communication, and POS experience. Flexibility for weekend shifts and peak periods is essential.

Qualifications

• Diploma or Bachelor’s Degree in Hospitality, Leisure & Recreation, Sports Management, Business Administration, or related field.
• Equivalent hands-on operational experience will be considered.

Responsibilities

• Oversee daily floor operations and staff allocation.
• Lead and coach front-line team; ensure high morale and discipline.
• Handle guest inquiries, escalations and service recovery.
• Drive cash handling, ticketing and POS accuracy; report performance.

Skills

Team leadership

Customer service

Communication

Education

Diploma or Bachelor’s degree in Hospitality/Related field

Tools

POS

Inventory management

Excel

Word

Job description

1. Floor Execution & Operational Readiness

Drive seamless daily operations, overseeing standard opening/closing procedures, facility readiness, and shift handovers.

Maintain complete oversight of all play zones, attractions, and party rooms to ensure peak cleanliness, safety, and operational standards.

Conduct regular preventive maintenance checks, manage inventory and consumable replenishment, and coordinate prompt equipment repairs.

Maintain precise operational documentation, including safety logs, maintenance records, and incident reports.

Enforce strict compliance with company safety SOPs, hygiene guidelines, and relevant statutory / government regulations.

Perform rigorous daily safety and hygiene inspections across all play equipment and operational areas.

Champion workplace emergency preparedness, ensuring all team members are trained and aligned on safety, incident reporting, and evacuation protocols.

3. Guest Experience & Event Management

Cultivate a welcoming, high-energy, and guest-first environment across the entire facility.

Handle guest inquiries, feedback, and escalations with promptness, tact, and professionalism.

Oversee the end-to-end execution of birthday parties, corporate events, and group bookings to deliver exceptional guest experiences.

Lead, deploy, and coach front-line staff across all operational zones to optimize roster coverage and floor efficiency.

Conduct daily shift briefings, ongoing training, and regular performance evaluations to elevate team capabilities.

Manage staff scheduling, attendance, discipline, and performance matters with fairness and transparency.

Foster a collaborative, positive team culture focused on accountability, high morale, and service excellence.

5. Commercial Execution & Business Performance

Oversee daily cash handling, ticketing accuracy, POS operations, and revenue reporting.

Drive team efforts to achieve daily/monthly sales targets through upselling, guest engagement, and local promotional initiatives.

Compile and present clear daily/weekly reports on outlet performance, staffing metrics, maintenance status, and guest feedback to senior management.

JOB REQUIREMENTS:

Minimum Diploma or Bachelor's Degree in Hospitality, Leisure & Recreation, Sports Management, Business Administration, or a related field. (Equivalent hands-on operational experience will be considered).

Minimum 2 years of supervisory or operational experience in theme parks, family entertainment centers, leisure/attraction venues, retail, or fast-paced F&B environments.

Proven track record in supervising daily floor operations, manpower allocation, and customer service delivery.

Strong ability to lead, coach, and motivate a front-line team while maintaining floor discipline and high morale.

Excellent customer-handling skills with the ability to resolve guest escalations and operational issues quickly under pressure.

Proficient in Point of Sale (POS) operations, basic inventory handling, and Microsoft Office applications (Excel, Word).

Strong verbal and written communication skills to effectively engage with guests, team members, and senior management.

Flexibility to work shift rotations, including weekends, public holidays, and peak operational periods based on business needs.