Operation Manager (Entertainment/F&B/Retail)

ABOUT RH1RH1 is a retail and entertainment consulting agency that helps retailersto buildnew business concepts with differentiation and a strong focus on customer experience. We are particularly strong in the field of family entertainment centers (FECs), where we have a proventrack recordof building world-class entertainment concepts that are loved by our clientsand theircustomers.Our services cover all aspects of building a business, from concept development, HR, marketing, operations, finance, and merchandise; and focus on quality & efficiency to ensure that our clients receive the best possible service.We are a team of professionals who are passionate about our work and committed to excellence. We are looking for people who share our values and who are eager to contribute to our success.JOB DESCRIPTIONTheOperationManagerplays a pivotal role in transforming RH1'sEntertainmentprojects into operational excellence stories. Reporting to the Project Director, this role leads the full lifecycle of venue operations - from pre-opening setup and system design to on-the-ground execution and guest experience delivery.You will architect the operational backbone of RH1's projectvenues - building teams, refining systems, and ensuring every process aligns with our 5-star service promise. Beyond daily management,you'lldrive strategic performance, enforce brand standards, and foster a culture of service excellence that scales across multiple sites.This is a project-based leadership role for a builder - someone with the vision to design systems, the discipline to execute with precision, and the heart to create experiences that guests and teams will remember.Reporting Structure:Project DirectorKey Responsibilities1. Project Operations Leadership
Oversee the full operational rollout for new venue - from pre-opening planning to post-launch optimization.
Translate the project concept into practical, scalable operating systems and workflows.
Lead cross-functional coordination among Operations, Technical, F&B, HR, and Finance to ensure alignment andexecutionreadiness.
Ensure every project meets the company's service, safety, and performance benchmarks beforelaunch.
2. Systems & SOP Integration
Work closely with the Training & Quality Assurance Officer to design and implement end-to-end operational systems.
Approve and enforce the use of Standard Operating Procedures (SOPs) across all departments.
Ensure that all system manuals, checklists, and operational tools are aligned with real-life workflow efficiency.
Integrate technology platforms (POS, CRM, HRM, maintenance tracking) to enhance visibility, accountability, and guest experience.
3. Operational Excellence & Guest Experience
Drive the execution of "5-Star Service Standards" and ensure consistent guest satisfaction across all touchpoints.
Lead by example in building a guest-first culture and empowering staff to deliver memorable family experiences.
Balance service excellence with operational efficiency -maintainingquality whileoptimizingcosts and resources.
Champion continuous improvement by reviewing guest feedback, data analytics, and operational performance reports.
4. Team Leadership & Development
Recruit, train, and mentor high-performing operations teams for each project.
Establish clear performance metrics, development plans, and succession pathways for key positions.
Foster collaboration and accountability across departments and sites.
Create a motivating environment where employees feel empowered, supported, and aligned with RH1's vision.
5. Financial & Performance Management
Oversee operational budgeting, staffing plans, and cost control.
Monitor financial performance of each venue against key metrics (revenue, cost ratios, profit margins).
Identifyareas for operational efficiency and implement corrective actions swiftly.
6. Quality Assurance & Performance Measurement
Oversee the implementation and effectiveness of RH1's Quality Audit System.
Collaborate with QA & Training functions to align audit standards and service benchmarks.
Review operational KPIs tied to guest experience, safety, and staff performance (audit scores, NPS, incident response, etc.).
Drive action planning with venue managers to ensure consistent delivery of RH1's brand promise.