Operational Manager - Client Experience

Job Summary:

The Operational Manager – Client Experience is responsible for overseeing all client-facing and facility support operations at Otto Media Grup. With a strong hospitality mindset, this role leads multidisciplinary teams including Receptionists, Office Boys, General Affairs (Client Management), Baristas, and Cooks, ensuring a seamless, professional, and high-quality client experience. The manager is accountable for daily operational excellence, service standards, and cross-functional coordination to support business activities, client visits, and events.

Job Description:

1. Leadership & Team Management

- Lead, supervise, and develop client experience and operational support teams, including reception, office support, general affairs, F&B, and pantry services.

- Set service standards, SOPs, schedules, and performance expectations for all team members.

- Conduct regular training, coaching, and performance evaluations to maintain hospitality-level service quality.

- Foster a service-oriented culture focused on professionalism, responsiveness, and attention to detail.

2. Client Experience & Service Excellence

- Ensure all clients, guests, and partners receive a consistent, welcoming, and premium experience.

- Oversee front-desk operations, visitor management, and client handling procedures.

- Manage hospitality services, including beverages, meals, and meeting support, aligned with company standards.

- Handle client feedback, service issues, and complaints promptly and professionally.

3. Operations & Facilities Management

- Oversee daily office operations, cleanliness, and readiness of client-facing areas.

- Coordinate General Affairs activities, including office supplies, vendor management, and facility maintenance.

- Ensure compliance with health, safety, and hygiene standards across all operational areas.

- Support internal and external meetings, events, and VIP visits.

4. Process, SOP & Quality Control

- Develop, implement, and continuously improve operational SOPs and service workflows.

- Monitor service quality, operational efficiency, and staff performance through defined KPIs.

- Ensure all operational activities align with company policies and brand image.

5. Cross-Functional Coordination

- Work closely with management, HR, and other departments to support business operations and client engagements.

- Coordinate staffing and operational needs for events, campaigns, and special projects.

Requirements & Qualifications:

1. Bachelor’s degree or equivalent experience in Hospitality Management, Operations, or related fields.

2. Minimum 5 years of experience in operations or client experience management, preferably in hospitality, hotels, serviced offices, or premium service environments.

3. Proven leadership experience managing diverse operational teams.

4. Strong service mindset, organizational skills, and attention to detail.

5. Excellent communication and problem-solving abilities.