Role: Operation Manager
Industry: Tourism / Theme Park / Hospitality
Working Duration: 12 months contract
Working Location: Menara Merdeka Maybank (Previously known as Merdeka 118), Kuala Lumpur
Working Day/Hours: 5 days working, 2 off days
Salary: Basic RM 5,000 to RM 7,500 (Based on experience + skills) + statutory contribution + leave entitlement + medical insurance
Position Summary
Accountable for operational performance, safety compliance, and service delivery outcomes, the Operations Manager drives continuous improvement initiatives, monitors key performance indicators, and ensures structured coordination across departments. The role provides regular operational performance reports, risk updates, and strategic recommendations to the Director of Operations to support informed leadership decisions and long-term operational excellence.
Key Responsibilities
- Lead daily operations including guest flow, ticketing interface coordination, access control alignment, crowd management, attraction readiness, operating hours management and peak‑day execution. Ensure consistent delivery of premium, brand‑aligned guest experience across all touchpoints. Oversee capacity management, crowd‑control strategies and throughput optimization. Lead operational readiness and execution for special events, festive periods, VIP visits and major activations. Monitor guest feedback, service recovery cases and continuously improve service standards.
- Manage Operations Supervisors and frontline teams including Guest Services Hosts, Operations Hosts and Attraction Facilitators. Oversee manpower planning, roster optimization, onboarding and training. Support phased recruitment planning for seasonal peaks, expansion and pre‑opening manpower ramp‑ups. Ensure staff proficiency in SOPs, guest engagement, emergency response and safety procedures. Conduct performance reviews, coaching and maintain strong leadership presence on the ground.
- Ensure full compliance with operational SOPs, emergency response plans, crisis management frameworks, risk assessments and statutory requirements. Coordinate closely with Security, Safety, Engineering and Building Management teams to ensure facility readiness and safety. Lead incident response, reporting, investigations and post‑incident corrective actions. Ensure all emergency and crisis plans remain updated and regularly practiced.
- Develop, implement and enforce operational SOPs, service standards, checklists and readiness protocols. Conduct regular audits, readiness checks and operational reviews. Drive continuous improvement initiatives to enhance efficiency, safety and guest satisfaction. Support soft opening, phased opening activities, festive events and major activations.
- Support budget management including manpower costs, productivity targets and operational expenses. Monitor key KPIs such as attendance, queue times, service levels and incident trends. Collaborate with Retail, Photography, F&B and Commercial teams to optimize on‑site revenue opportunities.
- Act as the primary operational liaison with internal departments including Security, Facilities, Engineering, IT, F&B, Marketing, Finance and HR, as well as external vendors and service providers. Provide regular operational performance reports, risk updates and strategic recommendations to the Director of Operations.
Qualifications
Required:
- Degree or Diploma in Hospitality, Tourism, Business Management, or Operations Management.
- 3+ years of operations management experience, preferably in observation decks, theme parks, attractions, museums, integrated resorts or large-scale visitor attractions.
- Strong operational leadership with hands-on management style.
- Crowd management and emergency coordination awareness.
- Guest experience and service recovery management.
- Data-driven decision-making with KPI and reporting experience.
- SOP enforcement and compliance control.
- Strong stakeholder coordination skills.
- Able to work shifts, weekends, public holidays and peak event periods.
Preferred:
- Bachelor's degree in Hospitality, Tourism, or Business Administration.
- Experience managing large frontline teams and high guest volumes.
- Experience in capacity planning and high-traffic flow environments
- Data-driven operational analysis capability
- First Aid & CPR/AED certification.
- Crowd Management or Emergency Response training.
- Occupational Safety or Risk Awareness training.
- Leadership or Operations Management certification.
