Assistant Operation Manager

Under the supervision of the Operations Manager, the Assistant Manager – Zoo Operations will support the day-to-day functioning of key operational units including outlets, gift shops, and ticketing counters. The role ensures operational efficiency, service quality, team coordination, and compliance with safety and company standards, aiming to deliver an exceptional experience for all zoo visitors.

Duties & Responsibilities:

· Guest Service Excellence:

Ensure all front-line teams provide exceptional customer service across all operational areas. Monitor guest satisfaction and handle complaints or feedback professionally and promptly.

· Operational Oversight:

Supervise daily activities at the outlets, ticketing counters, and gift shops. Ensure smooth workflows, proper opening/closing procedures, and efficient staffing.

· Staff Supervision & Development:

Train, supervise, and evaluate team members to uphold service standards. Encourage teamwork, morale, and continuous development among staff.

· Sales & Inventory Management:

Monitor sales performance and support strategies to drive revenue across units. Oversee inventory and stock levels for merchandise, ticketing, and consumables. Ensure proper stock rotation, minimal wastage, and accurate stock records.

· Facility & Appearance:

Conduct regular inspections to maintain cleanliness, visual merchandising, and organization across all outlets. Coordinate with maintenance for timely resolution of facility issues.

· Safety & Compliance:

Ensure compliance with health, safety, and hygiene standards across all areas. Support training in safety procedures and assist in emergency response readiness.

· Financial Oversight:

Assist in budget control, cost optimization, and revenue analysis for operational units. Work with finance and operations teams to monitor KPIs and suggest improvements.

· Coordination & Communication:

Liaise with other departments such as Marketing, Education, and Guest Relations to support events, promotions, or special campaigns. Communicate clearly with team leads and staff about goals, tasks, and updates.

· Reporting & Administration:

Prepare daily/weekly reports on sales, incidents, and operational issues. Support the Operations Manager in planning schedules, shifts, and rosters.

· Other Duties:

Perform other duties as assigned by the Operations Manager to support zoo operations and guest satisfaction.