About Frenzi Entertainment
Frenzi Entertainment is a leader in immersive and interactive experiences, offering escape games, group activities, and customized events for individuals, families, companies, and schools. Our mission is to create memorable experiences through creativity, teamwork, and fun.
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Position Overview
The Operations and Sales Manager plays a dual role in ensuring operational excellence and driving revenue growth. This individual will manage daily venue operations, oversee staff performance, ensure exceptional guest experiences, and actively promote sales through partnerships, packages, and corporate outreach.
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Key Responsibilities
Operations Management
• Oversee daily operations of all game rooms, ensuring rooms are reset accurately and efficiently.
• Monitor all booking systems (e.g., Bookeo) and POS activities to ensure smooth coordination between teams.
• Conduct regular walkthroughs to verify cleanliness, functionality, and readiness of facilities.
• Supervise game masters, receptionists, and supervisors to maintain quality and professionalism.
• Create and manage staff schedules, attendance, and shift rotations based on business needs.
• Ensure game equipment, props, and technology are well-maintained and promptly repaired.
• Implement and update standard operating procedures (SOPs) across all branches.
• Coordinate with maintenance and cleaning teams for timely follow-ups.
• Handle cash closing, daily reports, and operational documentation.
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Sales and Business Development
• Develop and execute sales strategies to achieve monthly and annual revenue targets.
• Build and maintain partnerships with corporates, schools, and event planners.
• Design and promote corporate packages, birthday deals, and seasonal offers.
• Conduct outbound sales calls, attend networking events, and follow up on leads and inquiries.
• Coordinate with the marketing team for promotions, digital campaigns, and cross-branding.
• Track sales KPIs (conversion rates, group bookings, and repeat clients) and prepare reports.
• Manage B2B accounts, handle quotations, and oversee contract preparation and renewals.
• Maintain relationships with key clients to encourage loyalty and repeat business.
• Prepare monthly sales forecasts and contribute to pricing and strategy discussions.
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Customer Experience
• Ensure every guest receives a welcoming, engaging, and memorable experience.
• Respond promptly and professionally to customer inquiries, feedback, and complaints.
• Monitor online reviews (Google, TripAdvisor, Instagram, etc.) and take action to improve ratings.
• Oversee special events, VIP bookings, and large group experiences to ensure flawless delivery.
• Collect feedback from customers post-visit to identify service improvements.
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Leadership & Team Management
• Lead by example and inspire the team to deliver high-quality experiences.
• Conduct regular team meetings and training sessions to enhance product knowledge and service skills.
• Implement recognition programs to reward strong performance and positive attitude.
• Provide continuous coaching, performance feedback, and conflict resolution support.
• Recruit, onboard, and train new staff to ensure strong team alignment with company values.
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Reporting and Analysis
• Prepare weekly and monthly reports on operations, sales, and customer satisfaction.
• Analyze booking trends and suggest adjustments in staffing or pricing accordingly.
• Monitor expenses and control operational costs to maximize profitability.
• Coordinate with finance for invoice follow-ups and payment tracking.
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Qualifications
• Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
• 4–6 years of experience in operations and sales management, preferably in entertainment, hospitality, or retail.
• Proven experience managing teams and achieving sales targets.
• Strong communication, leadership, and organizational skills.
• Proficient in POS systems, CRM tools, Microsoft Office, and reservation software (e.g., Bookeo).
• Ability to work evenings, weekends, and holidays based on operational needs.
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Key Skills & Competencies
• Leadership and team-building skills
• Customer service excellence
• Sales negotiation and closing skills
• Operational problem-solving
• Time management and multitasking
• Analytical and reporting ability
- • Creative and proactive approach
