Entry Operations Manager

Job DescriptionElevate Guest Experience: Provide guests with a world-class friendly and efficient ticketing experience and ensure sustainable operational readiness of Guest Services to deliver a world-class theme park experience, upholding the Genting brand.Operational Readiness & SOPs: Manage the development and implementation of Standard Operating Procedures (SOPs) for productive, efficient, and friendly operations for both ticketing and guest services.Hygiene & Cleanliness: Assess and reinforce all cleaning and hygiene SOPs for Entry Operations and Guest Services units daily. Conduct regular reviews in cleaning checklists and conduct internal checks to feedback to the team where improvements can be made.Guest Feedback & Improvement: Assess and review Guest Satisfaction results and trends to continuously improve Department operations.Daily Reporting: Produce a daily status report of admissions and guest issues, making them available to operational stakeholders.Guest Compliments: Maintain a process for communicating guest compliments to crew members.Signage & Information: Oversee all front gate, pricing, and guest services related signage, ensuring they are accurately and efficiently maintained.Efficient Entry & Revenue Maximization: Control the entry process to provide Guests with a quality, trouble-free experience in order to maximize revenue.Ticket Inventory & Strategy: Manage effective ticket inventory to maximize admission revenue per capita and profitability; identify distressed periods and initiate recovery and contingency plans.Product Development Support: Participate in planning and developing ticket products/programs for attracting and retaining theme park guests, based on short and long-term analysis of market conditions and visitation patterns.Training & Competency: Manage the on-the-job training programs of crew members. Ensure confidence and competence of the crew members to be able to evacuate the park and assist with evacuations, provide care, and service recovery to Guests at each attraction at any time.Communication & Engagement: Conduct briefings and meetings and pass on all relevant information to crew members. Manage for high engagement of crew members.Cross-Functional Collaboration: Manage a positive relationship with all departments, working particularly close with Marketing & Sales for discount and group-related sales, and other departments to communicate Guests' needs and issues.Budget Management: Manage the Ticketing and Guest Services budgets.Cash Handling & POS Integrity: Uphold integrity by enforcing all proper cash handling practices and point of sale procedures in order to contribute to the success of the organization.Special Events Support: Provide ticketing and admissions support, as well as Guest Services support, for special events on a needs basis.Job RequirementsDegree qualification in Tourism Management/ Hospitality or Business ManagementConfidence in speaking, reading and writing English skills essential.Minimum 5 years experiences in supervising within a theme park ticketing environment required.Previous theme park, water park, F.E.C. or museums experience will be an advantage.Competence in using Microsoft Office Suite of software is essential.