Service Operations Manager

13 hours ago

Melbourne, Victoria, Australia Village Roadshow Full time $70,000 - $120,000 per year

Step Up Your Leadership Journey as a Service Operations Manager
We're excited to offer the opportunity for a team member to step into a newly available Service Operations Manager role. This is a fantastic opportunity for an experienced SOM or GEM to tackle a new challenge at the Crown location.

Why This Role?
Role
As a Service Operations Manager, you'll play a key role in leading operations, supporting your team, and delivering exceptional guest experiences. Growing with Village Cinemas means you'll:

  • Advance your career within Australia's longest-running, locally owned and operated cinema chain, becoming a leader in our 70-year legacy.
  • Enjoy exclusive team benefits, including cinema discounts and other perks.
  • Gain valuable experience in a supportive, fast-paced environment, with opportunities for further career growth within Village Cinemas.

About The Role
The Service Operations Manager is responsible for the day-to-day operations of the cinema, ensuring compliance, efficiency, and an outstanding guest experience. In this role, you'll:

  • Monitor Guest Experience KPIs, coach Service Steps & Values, and resolve guest dissatisfaction to improve NPS.
  • Oversee recruitment, training, and induction processes. Manage team completion of Village Learning and develop team member skills through feedback, coaching, and tailored training plans.
  • Drive sales results, achieve sales and service KPIs, and ensure high standards of venue and on-screen presentation. Supervise team duties, manage rosters efficiently, and maintain compliance with OHS, Food Safety, and security standards.
  • Support GM with inventory processes, including stock movements, wastage management, and visual merchandising.
  • Ensure all events and experiences are delivered to the highest standards.

About You
This role is ideal for an experienced leader with strong operational and guest service skills. To succeed in this role, you'll need:

  • Proven skills in leadership, team coaching, and problem-solving.
  • A proactive approach to achieving guest service and business outcomes.
  • High attention to detail and a proactive approach to maintaining compliance and safety.
  • Confidence in managing escalated guest interactions and a focus on continuous improvement.
  • Have experience in a SOM or GEM role

Ready to Apply?
If you're ready to step up your leadership and inspire a team while driving operational excellence, Apply Now or discuss this opportunity with your manager.

Village Cinemas are proudly an equal opportunity employer. Applicants of all genders, identities and backgrounds will receive consideration for employment and commit, as a circle back employer, to responding to every applicant.

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