Operations Manager

About the Company

We are looking for an experienced and people-oriented Operations Manager to manage day-to-day operations of a high-footfall experience centre/public-facing environment. The ideal candidate should have strong leadership skills, excellent people-handling abilities, and the confidence to manage sensitive and dynamic situations involving employees, clients, VIPs, and visitors.

About the Role

The role requires someone who can ensure operational excellence while maintaining high standards of customer experience, safety, hospitality, and service delivery.

Responsibilities

• Manage end-to-end daily operations of the experience centre and ensure smooth service delivery.
• Lead, guide, and motivate the operations team to achieve service and operational standards.
• Demonstrate exceptional people handling and emotional intelligence while managing employees, visitors, clients, and stakeholders.
• Handle VIP visits, special events, high-footfall periods, and public-facing activities with professionalism.
• Manage socio-politically sensitive situations with maturity, discretion, and sound judgement.
• Coordinate with clients, internal teams, vendors, and other stakeholders for seamless operations.
• Ensure adherence to SOPs, safety standards, hygiene, security, and statutory requirements.
• Monitor manpower deployment, attendance, productivity, grooming, and overall team performance.
• Identify operational challenges and implement timely corrective actions.
• Maintain high attention to detail across visitor experience, facility presentation, and service delivery.
• Prepare operational reports, MIS, and regular updates for management and the client.
• Support exhibitions, events, launches, and other high-footfall activities.
• Ensure the experience centre consistently delivers a premium visitor experience.

Qualifications

• Postgraduate qualification in Hospitality, Communications, Tourism, Event Management, or a related field.
• Relevant experience in hospitality operations, experience centres, museums, large-format exhibitions, visitor attractions, or high-footfall public spaces.
• Prior experience in VIP handling and stakeholder management will be preferred.

Required Skills

• Strong leadership and team management skills.
• Exceptional people-handling abilities and high emotional intelligence.
• Ability to work effectively in sensitive, high-pressure, and dynamic environments.
• Excellent attention to detail and problem-solving ability.
• Strong verbal and written communication skills.
• Fluency in Hindi, Marathi, and English is required.
• Ability to manage multiple priorities while maintaining service quality and operational discipline.

Preferred Skills

• People & Team Leadership
• Emotional Intelligence
• Stakeholder Management
• VIP & Guest Management
• Crisis & Conflict Management
• Operational Excellence
• Attention to Detail
• Communication Skills
• Problem Solving
• Customer/Visitor Experience
• Event & High-Footfall Management