Job Description – Operational Management
*Position:* Operations Manager / Assistant Manager – Operations
*Department:* Operations
*Location:* VGP Marine Kingdom, Injambakkam, ECR, Chennai
*Experience:* 7–10 Years
*Salary:* ₹38,000–₹40,000 per month
*Employment Type:* Full-Time
*Industry:* Aquarium / Entertainment / Hospitality / Facility Operations
Role Summary
VGP Marine Kingdom is looking for an experienced and hands-on *Operations Management professional* to oversee the day-to-day functioning of the facility. The candidate will be responsible for ensuring smooth end-to-end operations, effective coordination between frontline, technical, facility and vendor teams, excellent customer service, and compliance with operational and statutory requirements.
The ideal candidate should possess strong leadership, coordination and problem-solving abilities and should be comfortable managing operations in a high-footfall customer-facing environment.
Key Responsibilities
1. End-to-End Operations
- Oversee the complete day-to-day operations of VGP Marine Kingdom.
- Ensure all operational areas are ready and functioning smoothly before opening to visitors.
- Monitor daily activities and resolve operational issues promptly.
- Coordinate opening and closing procedures of the facility.
- Ensure smooth visitor movement and efficient functioning during weekends, holidays and peak seasons.
2. Frontline Operations
- Supervise ticketing, entrance, customer service and other frontline operational teams.
- Ensure staff are properly deployed based on visitor footfall and operational requirements.
- Monitor staff discipline, attendance, grooming and customer interaction standards.
- Conduct regular operational briefings with frontline staff.
- Ensure SOPs and operational procedures are consistently followed.
3. Vendor Coordination
- Coordinate with vendors and service providers for various operational requirements.
- Monitor vendor performance, service quality and adherence to agreed timelines.
- Follow up on quotations, service requirements, maintenance activities and deliveries.
- Coordinate with housekeeping, security, pest control, maintenance and other outsourced service providers.
- Escalate and resolve vendor-related issues wherever required.
4. Facility Management
- Ensure proper upkeep and maintenance of the entire facility.
- Monitor housekeeping, cleanliness, security, utilities and general infrastructure.
- Conduct periodic facility inspections and identify areas requiring repair or improvement.
- Coordinate preventive and corrective maintenance activities.
- Ensure public areas, washrooms, visitor facilities and operational areas are maintained to required standards.
5. Technical Team Coordination
- Work closely with the technical and maintenance teams to ensure uninterrupted operations.
- Report technical issues and follow up until closure.
- Coordinate maintenance schedules to minimise disruption to visitor operations.
- Maintain proper records of breakdowns, repairs and preventive maintenance activities.
- Assist the technical team during emergencies and operational shutdowns wherever required.
6. Government & Statutory Coordination
- Liaise with government departments, local authorities and statutory officials whenever required.
- Coordinate inspections, documentation and compliance-related visits.
- Maintain necessary operational licences, approvals and records in coordination with the management and concerned departments.
- Ensure timely submission and follow-up of documents required by government authorities.
7. Customer Handling
- Ensure visitors receive a professional and pleasant experience.
- Handle customer complaints, escalations and special requests effectively.
- Resolve customer concerns quickly while protecting the organisation's interests.
- Monitor visitor feedback and recommend improvements to enhance customer satisfaction.
- Handle VIP guests, institutional groups, schools and corporate visitors when required.
8. Team Management & Coordination
- Lead and coordinate operational staff across different functions.
- Work closely with technical, marketing, finance, HR, security, housekeeping and management teams.
- Allocate duties and monitor completion of assigned responsibilities.
- Conduct regular team meetings and briefings.
- Guide, train and motivate team members to maintain high operational standards.
- Promote teamwork and effective communication between departments.
9. Safety & Emergency Management
- Ensure adherence to all safety procedures and emergency protocols.
- Coordinate with security and technical teams during emergencies.
- Ensure fire exits, emergency pathways and visitor safety areas remain accessible.
- Participate in emergency drills and staff safety training.
- Immediately escalate any safety-related incidents to management.
10. Reporting & Documentation
- Prepare daily and periodic operational reports for management.
- Maintain records of incidents, customer complaints, maintenance issues and vendor activities.
- Track operational expenses and ensure resources are used efficiently.
- Maintain operational checklists and ensure proper documentation.
- Report significant operational issues and recommend corrective actions.
Candidate Requirements
- *7–10 years of relevant experience* in operations, facility management, hospitality, amusement parks, malls, entertainment centres, aquariums, resorts or similar customer-facing businesses.
- Graduate degree in Business Administration, Hotel Management, Operations Management or a related discipline preferred.
- Strong experience in handling frontline and facility operations.
- Experience in vendor management and coordination.
- Experience dealing with government officials and statutory authorities will be preferred.
- Ability to manage large teams and coordinate across departments.
- Strong customer service and complaint-handling abilities.
- Good knowledge of basic facility management and maintenance processes.
- Ability to work under pressure and manage high visitor footfalls.
Key Skills
- Operations Management
- Vendor Management
- Facility Management
- Frontline Operations
- Customer Relationship Management
- Government & Statutory Coordination
- Team Management
- Technical Team Coordination
- Problem Solving & Decision Making
- Crisis & Emergency Handling
- Leadership & People Management
- Communication & Interpersonal Skills
- Reporting & Documentation
- Time Management
- Multi-tasking
Preferred Candidate Profile
The candidate should be *hands-on, responsible, proactive and solution-oriented*, with the ability to take ownership of day-to-day operations. The role requires a person who is comfortable being present on the operational floor, interacting with customers, coordinating multiple teams and resolving issues immediately.
Candidates from *amusement parks, aquariums, malls, entertainment centres, hotels, resorts, cinemas, large retail establishments or other high-footfall facilities* will be preferred.
Working Requirements
- Willingness to work on *weekends, public holidays and peak business days*.
- Flexibility to work extended hours based on operational requirements.
- Should be willing to work at *VGP Marine Kingdom, Injambakkam, ECR, Chennai*.
- Should be comfortable working in a customer-facing and high-footfall environment.
Key Performance Indicators
Performance will primarily be evaluated based on:
- Smooth and uninterrupted daily operations.
- Customer satisfaction and complaint resolution.
- Facility cleanliness and maintenance standards.
- Vendor performance and service quality.
- Staff productivity and discipline.
- Coordination with technical and support departments.
- Timely resolution of operational issues.
- Compliance with safety and statutory requirements.
- Accuracy and timeliness of operational reporting.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
