- Lead and manage team in achieving KPIs on sales and operational targets
- Monitor and ensure smooth execution of promotions and marketing campaign through strong internal collaboration with Marketing department in order to drive sales revenue
- Implementation of Standard Operating Procedures for:
a) Customer service delivery to achieve customer satisfaction
b) Billing control to ensure accuracy
c) External risk
- Develop customers feedback form and customer recovery procedures for constant tracking of customer satisfaction level
- Increase of allocating suggestion/feedback box in every outlet
- Provide feedback form in every KTV room (On the table with the menu stand)
- Encourage constructive feedback with appropriate rewards
- Able to accurately estimate the manpower needs of each outlet and plan weekly duty roster
- Organise orientation program for new hires especially in terms of customer service SOP
- Conduct modular trainings for new hires and existing staff
- Responsible in the renovation of the KTV outlet rooms
Knowledge and Skill Requirements
- Good communication skills and interpersonal skills
- Possess leadership/managerial skills
- Customer-oriented and problem solver
- Have operational experience in the entertainment industry or related fields.
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