Center Manager

Job Purpose To own and lead the overall performance of the centre by driving commercial results, operational excellence, team capability, and guest experience, ensuring the centre consistently meets business targets, compliance standards, and brand expectations, this includes handling budgets, achieving sales, performance targets and managing inventory to support operational requirements. Pillars Of Success Business Performance & Revenue GrowthMonthly revenue across Play, Parties, Café, Retail & Membership driven by ATV growth, upselling, and floor-level sales discipline.2.Operational Excellence & Compliance DisciplineFull adherence to SOPs, safety standards and audit requirementsMystery Audits, Internal Checklists, Municipal/Regulatory Audits.3.Guest Experience & Service ExcellenceStrong service standards, effective guest handling, timely complaint resolution — positive feedback across all guest touchpoints.4.Team Stability, Capability & CultureStaffing stability through manpower planning, scheduling discipline, and team development — productivity, engagement, discipline. Key Responsibilities Centre Operations & Business Management Own end-to-end centre operations, ensuring smooth daily functioning aligned with company SOPs, standards, and budgets. Always ensure facility readiness, including safety, cleanliness, functionality, and minor maintenance coordination. Plan staffing requirements, approve duty rosters, and ensure optimal manpower utilisation in coordination with the Area Manager. Oversee execution of events, camps, promotions, and special activities in collaboration with Marketing and Regional teams. Ensure visual merchandising and centre presentation meet brand guidelines consistently. Ensure timely submission of daily, weekly and monthly operational reports and correspondence, including weekly recap and PR (public relations) consolidation. Attend and represent the centre at scheduled management/business review meetings (e.g. Centre Manager meeting). Guest Experience & Brand Delivery Own overall guest satisfaction and ensure delivery of the Orange Wheels “magical experience.” Handle escalated guest concerns, complaints, and feedback, ensuring timely and effective resolution. Analyse guest feedback trends and implement service improvement initiatives. Ensure consistent experience across play areas, café, party zones, and retail. Actively engage with new and returning guests on the floor daily, and maintain an accurate Lost & Found log. Monitor and respond to online guest feedback channels (e.g. Google Reviews) daily. Sales, Revenue & Commercial Performance Own weekly, monthly, and annual revenue targets for the centre. Design and execute centre-level sales action plans to achieve memberships, parties, camps, and add-on sales. Track KPIs (revenue, conversion, footfall, average spend, utilisation) and take corrective actions where required. Own centre profitability through effective cost control, inventory optimisation, and resource planning. Drive birthday party conversions and oversee execution quality in coordination with party and events teams. Manage daily cash and float control (opening/closing float) and oversee petty cash management in line with financial policy. Track upselling and cross-sell performance through system reports (e.g. Odoo Reception). Team Leadership & Capability Building Lead, coach, and develop Team Leaders and staff to build a high-performing and engaged team. creating a positive work environment that is in line with TRIBE Values. Oversee centre orientation, Buddy training, on-job training, 2nd to 4th to 6th month probation feedback, training effectiveness, and skill development in coordination with HR/L&D. Conduct performance reviews, provide constructive feedback, set goals and plan development opportunities for team members. Drive engagement initiatives, succession readiness, leave plans, rotation, promotion and attrition reduction plans. Enforce discipline, attendance, grooming, and behavioural standards aligned with company values. Community Engagement and Partnerships Maintain relationships with mall/property management, local organizations, schools, and communities to drive awareness and participation. Drive centre visibility, with the property management teams to augment footfall, push promotions, events & workshops as well as community engagement activities. Partner with various vendors to augment service offerings and experience to guest. Represent the brand professionally in external interactions. Compliance and Standards Ensure 100% adherence to SOPs, safety standards, child protection guidelines, and hygiene protocols. Ensure implementation of daily, weekly, monthly checklists & procedures & monitor their effectiveness. Ensure that all OW operations comply with all relevant laws, regulations, and organizational policies including health & safety standards. Support audits and inspections to identify and address any potential compliance issues and ensure the closure of recommended actions within defined timelines. Face external audits as and when they happen. Maintain accurate and up-to-date records documentation, and statutory compliance of all OW operations as required. Implement and monitor standards to ensure the delivery of the 'magical experience' and other national/ international standards. Conduct and review hourly operational checklists across the centre, in addition to daily, weekly and monthly checklists. Inventory, Asset & Vendor Management Own centre inventory planning, ordering, and stock control. Manage inventory levels & value, order supplies, and maintain stock to support operational requirements and optimize the centre expenditures and profitability. Monitor wastage and consumption to optimise costs. Coordinate with vendors, landlords, and facility teams to ensure uninterrupted centre operations. Key Performance Objectives To achieve Centre’s sales target (revenue) To achieve targeted guest ratings. To increase per guest revenue (ATV). To ensure targeted compliance, safety and quality scores (internal and external audits). To maintain staffing stability through team engagement and achieve training completion and retention metrics. Skills And Capabilities Knowledge Business management Sales and revenue management optimization/techniques Expenses management & control Inventory & Cost management and control Standardization, SOPs & ISO Quality management & control Service quality standards Guest experience excellence Guest engagement strategies and their evolving needs Sales techniques & crisis management Social media management Skills Centre Operations management Leadership skills Effective communication & conflict resolution Analytical & problem solving Educational Qualifications Any Graduate Course Relevant certifications in sales in edutainment, entertainment, education, event management, or hospitality management Relevant Experience Overall, 8 to 10 years of experience 3 to 5 years of hands-on experience specifically in handling a store or a large team with financial targets Industry Exposure Edutainment, Education, Hospitality, Entertainment Show more Show less