Facilities Manager (Bowling Centre)

Job Overview:

The Facilities Manager of Bowling Centre is responsible for directing and overseeing the day-to-day operations of the bowling center. This role involves managing the team to ensure smooth and efficient operations, maintaining consistent performance, and delivering a high level of guest service excellence.

Job Responsibilities:

Leadership & Team Management:

• Lead, motivate, and develop a high-performing team by setting clear expectations, monitoring performance, and providing ongoing training.
• Ensure all staff are equipped to meet operational goals and deliver exceptional customer service.

Customer Relations:

• Deliver outstanding customer service by proactively engaging with guests, addressing inquiries or complaints, and ensuring personalized experiences.
• Implement strategies to create memorable experiences, handle complaints professionally, and act on customer feedback to enhance service quality and drive loyalty.

Operational Supervision:

• Ensure all operational areas are well-organized and that guest experiences are consistently positive.

Tenant Management:

• Serve as the main point of contact for tenants, addressing their needs and maintaining positive relationships. Ensure agreements are properly maintained and resolve any issues promptly to support successful long-term partnerships.

Reporting & Analytics:

• Prepare and present regular reports to senior management that highlight operational performance, customer feedback, trends, and any issues requiring attention.
• Provide actionable recommendations to enhance operational efficiency, improve customer satisfaction, and drive profitability.
• Stay informed about industry trends and competitor activity to maintain the center’s competitive edge.

Qualifications:

• Bachelor’s degree in business management, Hospitality, or a related field.
• Relevant certifications in management or operations (e.g., Project Management, Hospitality Management) are a plus.
• Minimum of 5 years of experience in a managerial role, preferably in a leisure or entertainment venue, such as a bowling center, sports facility, or hospitality environment.
• Proven track record in team leadership, operational management, and customer service excellence.
• Excellent interpersonal and communication skills to handle customer inquiries, complaints, and build strong guest relationships.
• Quick decision-making abilities, with a proactive approach to identifying and resolving issues as they arise.
• Ability to handle difficult situations calmly and professionally, ensuring a positive experience for both guests and staff.