Job Description
About the Company
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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.
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About the Role
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The role requires someone who can ensure operational excellence while maintaining high standards of customer experience, safety, hospitality, and service delivery.
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Responsibilities
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- Manage end-to-end daily operations of the experience centre and ensure smooth service delivery.
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- Lead, guide, and motivate the operations team to achieve service and operational standards.
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- Demonstrate exceptional people handling and emotional intelligence while managing employees, visitors, clients, and stakeholders.
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- Handle VIP visits, special events, high-footfall periods, and public-facing activities with professionalism.
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- Manage socio-politically sensitive situations with maturity, discretion, and sound judgement.
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- Coordinate with clients, internal teams, vendors, and other stakeholders for seamless operations.
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- Ensure adherence to SOPs, safety standards, hygiene, security, and statutory requirements.
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- Monitor manpower deployment, attendance, productivity, grooming, and overall team performance.
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- Identify operational challenges and implement timely corrective actions.
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- Maintain high attention to detail across visitor experience, facility presentation,
and service delivery.
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- Prepare operational reports, MIS, and regular updates for management and the client.
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- Support exhibitions, events, launches, and other high-footfall activities.
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- Ensure the experience centre consistently delivers a premium visitor experience.
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Qualifications
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- Postgraduate qualification in Hospitality, Communications, Tourism, Event Management, or a related field.
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- Relevant experience in hospitality operations, experience centres, museums, large-format exhibitions, visitor attractions, or high-footfall public spaces.
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- Prior experience in VIP handling and stakeholder management will be preferred.
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Required Skills
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- Strong leadership and team management skills.
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- Exceptional people-handling abilities and high emotional intelligence.
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- Ability to work effectively in sensitive, high-pressure, and energetic environments.
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- Excellent attention to detail and problem-solving ability.
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- Strong verbal and written communication skills.
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- Fluency in Hindi, Marathi, and English is required.
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- Ability to manage multiple priorities while maintaining service quality and operational discipline.
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Preferred Skills
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- People & Team Leadership
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- Emotional Intelligence
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- Stakeholder Management
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- VIP & Guest Management
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- Crisis & Conflict Management
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- Operational Excellence
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- Attention to Detail
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- Communication Skills
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- Problem Solving
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- Customer/Visitor Experience
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- Event & High-Footfall Management
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📌 Operations Manager (Mumbai)
🏢 Sodexo
📍 Mumbai