Supervisor

Key Responsibilities

1. Inventory & Stock Management

* Manage daily inventory of prizes, merchandise, redemption items, and operational consumables.

* Monitor stock levels, maintain accurate inventory records, and ensure timely replenishment.

* Conduct regular physical stock counts and investigate stock discrepancies or missing items.

* Ensure proper storage, stock rotation, and accountability for high-value prizes.

* Coordinate with the warehouse and management for stock transfers and replenishment.

2. Floor & Venue Management

* Supervise daily FEC operations and ensure all games and attractions are operational and ready for guests.

* Monitor floor activities, staff deployment, queue management, and guest flow, especially during peak hours.

* Conduct regular floor inspections to maintain operational standards and a safe gaming environment.

* Coordinate with the technical team to report equipment breakdowns and ensure timely resolution.

* Ensure compliance with company SOPs, safety procedures, and operational guidelines.

3. Guest Service & Complaint Handling

* Handle guest queries, complaints, and escalations professionally and promptly.

* Resolve issues related to games, ticket redemption, prizes, memberships, and promotions.

* Ensure a positive guest experience and maintain high customer satisfaction.

* Collect guest feedback and encourage positive online reviews.

* Coordinate with the team to prevent recurring complaints and improve service quality.

4. Cleaning, Hygiene & Safety

* Monitor the cleanliness of the gaming floor, games, redemption counter, guest areas, and storage rooms.

* Ensure regular cleaning schedules and housekeeping checklists are followed.

* Maintain proper waste disposal, drinking water arrangements, and hygienic conditions.

* Conduct safety inspections and ensure fire extinguishers and emergency equipment are accessible and maintained.

* Ensure staff grooming and personal hygiene standards are consistently followed.

5. Sales & Target Achievement

* Drive daily, weekly, and monthly sales targets through effective floor management and team engagement.

* Monitor key performance indicators (KPIs), including revenue, transactions, average transaction value (ATV), guest numbers, and membership or app downloads.

* Promote packages, memberships, upgrades, and ongoing offers to maximize revenue.

* Track sales performance, identify gaps, and implement action plans to achieve targets.

* Motivate the team to improve conversion rates, upselling, and overall business performance.

6. Team Management & Reporting

* Allocate duties, monitor staff performance, and ensure adequate manpower deployment.

* Conduct team briefings on targets, promotions, guest service, and operational priorities.

* Train team members on SOPs, safety, inventory handling, and complaint resolution.

* Maintain daily operational reports, checklists, stock records, and shift handover updates.

* Report operational issues, guest escalations, stock shortages, and KPI performance to venue management.