Operations Lead (Entertainment, FECs, Theme Parks)

About the role

The Operations Lead plays a pivotal role in transforming RH1’s Entertainment projects into operational excellence stories. Reporting to the Project Director, this role leads the full lifecycle of venue operations — from pre-opening setup and system design to on-the-ground execution and guest experience delivery.

You will architect the operational backbone of RH1’s project venues — building teams, refining systems, and ensuring every process aligns with our 5-star service promise. Beyond daily management, you’ll drive strategic performance, enforce brand standards, and foster a culture of service excellence that scales across multiple sites.

This is a project-based leadership role for a builder — someone with the vision to design systems, the discipline to execute with precision, and the heart to create experiences that guests and teams will remember.

Reporting Structure: Project Director

Key Responsibilities

1. Project Operations Leadership

• Oversee the full operational rollout for new venue — from pre-opening planning to post-launch optimization.
• Translate the project concept into practical, scalable operating systems and workflows.
• Lead cross-functional coordination among Operations, Technical, F&B, HR, and Finance to ensure alignment and execution readiness.
• Ensure every project meets the company’s service, safety, and performance benchmarks before launch.

2. Systems & SOP Integration

• Work closely with the Training & Quality Assurance Officer to design and implement end-to-end operational systems.
• Approve and enforce the use of Standard Operating Procedures (SOPs) across all departments.
• Ensure that all system manuals, checklists, and operational tools are aligned with real-life workflow efficiency.
• Integrate technology platforms (POS, CRM, HRM, maintenance tracking) to enhance visibility, accountability, and guest experience.

3. Operational Excellence & Guest Experience

• Drive the execution of “5-Star Service Standards” and ensure consistent guest satisfaction across all touchpoints.
• Lead by example in building a guest-first culture and empowering staff to deliver memorable family experiences.
• Balance service excellence with operational efficiency — maintaining quality while optimizing costs and resources.
• Champion continuous improvement by reviewing guest feedback, data analytics, and operational performance reports.

4. Team Leadership & Development

• Recruit, train, and mentor high-performing operations teams for each project.
• Establish clear performance metrics, development plans, and succession pathways for key positions.
• Foster collaboration and accountability across departments and sites.
• Create a motivating environment where employees feel empowered, supported, and aligned with RH1’s vision.

5. Financial & Performance Management

• Oversee operational budgeting, staffing plans, and cost control.
• Monitor financial performance of each venue against key metrics (revenue, cost ratios, profit margins).
• Identify areas for operational efficiency and implement corrective actions swiftly.

6. Quality Assurance & Performance Measurement

• Oversee the implementation and effectiveness of RH1’s Quality Audit System.
• Collaborate with QA & Training functions to align audit standards and service benchmarks.
• Review operational KPIs tied to guest experience, safety, and staff performance (audit scores, NPS, incident response, etc.).
• Drive action planning with venue managers to ensure consistent delivery of RH1’s brand promise.

• Bachelor’s degree in Hospitality, Business, Operations Management, or a related field.
• 05 years of progressive hands-on experience in hospitality, leisure, or family entertainment operations
• Have solid understanding of how to run a hotel, theme park, or FEC — from guest journey mapping and staff scheduling to safety, maintenance, and facility operations.
• Proven experience in building and implementing Standard Operating Procedures, process flows, and operational manuals across multiple departments.
• Practical grasp of technical operations — including facilities management, maintenance systems, and operational safety compliance.
• Customer Excellence: Deep appreciation for guest experiences design; able to spot pain points, simplify workflows, and deliver world-class service consistency.
• Strong ability to lead diverse teams, mentor local managers, and drive results in a project-based, multicultural environment.
• Familiar with systems such as POS, CRM, HRM, and maintenance management platforms; comfortable working in data-driven environments.
• Analytical, structured, and calm under pressure — yet creative enough to adapt and innovate.
• Able to travel frequently within and outside of Vietnam for customer/site visit.

As a member of RH1, you will be eligible to our perks and benefits:

• Attractive remuneration package
• Excellent personal growth aligned with your professional development.
• International and professional working environment.
• Leverage AI-powered tools to enhance your daily work and productivity.
• Access to RH1’s entertainment areas with employee and family discounts.
• Regular team-building events and career advancement opportunities.
• Flexi Fridays;
• Paid sick leave;
• Regular team building events.