1. Branch Operations Management:
• Supervise all departments (play areas, F&B, events, retail, cleaning, maintenance).
• Ensure full compliance with Standard Operating Procedures, Service Level Agreements, and brand identity guidelines.
• Monitor all areas for operational readiness, safety, and guest service quality.
• Oversee and enforce branch-level security protocols and emergency readiness plans.
2. Customer Experience Management:
• Provide a safe, joyful, and memorable environment for children and families.
• Handle complaints and ensure service satisfaction.
3. Team Management & Labor Optimization:
• Supervise, train, and coach all staff.
• Optimize manpower and manage the headcount pool to reduce labor cost without compromising service.
• Manage the headcount pool effectively and promote a multitasking culture among staff.
• Conduct regular team briefings, performance evaluations, and ongoing training.
4. Sales & Revenue Management:
• Ensure accurate cash control through the ticketing system and cashier points.
• Track revenue vs. targets and adjust strategy accordingly.
• Identify any financial discrepancies and take corrective actions.
5. Inventory & Cost Control:
• Track stock movement and consumption.
• Ensure proper inventory documentation and loss prevention.
• Oversee equipment maintenance and functionality.
6. Security, Health, Safety, Hygiene & Cleanliness
• Ensure compliance with health, hygiene, and safety standards.
• Train staff on updated HSE protocols.
• Supervise cleaning operations and ensure branch-wide cleanliness is maintained at all times.
• Coordinate with internal or external security personnel to maintain a safe environment for children, families, and staff.
• Act as the escalation point in case of safety or security breaches.

7. Reporting & Communication
• Prepare and submit daily/weekly/monthly operational, financial, and incident reports.
• Maintain effective communication with the Operations Manager and supporting departments.
8. Events, Birthdays & School Trip Coordination:
• Plan, coordinate, and supervise birthday parties, school field trips, and group visits.
• Collaborate with the F&B, events, and operations teams to ensure smooth execution.
• Ensure guest satisfaction and brand-standard delivery at all events.