Manager - Entry Operations (Theme Park)

Job Summary

We are seeking an experienced Manager Entry Operations to oversee ticketing and guest services operations at our world-class theme park. You will ensure seamless guest experiences, optimize revenue, maintain operational efficiency, and uphold the highest standards of service excellence.

Key Responsibilities

Guest Experience & Service Excellence

1. Deliver a world-class, friendly, and efficient ticketing and guest services experience, reinforcing the theme park brand reputation.

2. Monitor and enhance guest satisfaction by analyzing feedback and implementing continuous improvements.

3. Maintain a structured process for recognizing and communicating guest compliments to team members.

Operational Efficiency & Standards

1. Develop, implement, and refine Standard Operating Procedures (SOPs) for ticketing and guest services to maximize productivity and service quality.

2. Ensure hygiene and cleanliness standards are upheld through regular audits, checklist reviews, and team feedback.

3. Oversee all front gate signage, pricing displays, and guest information to ensure accuracy and clarity.

Revenue & Entry Management

1. Optimize ticket inventory and pricing strategies to maximize admissions revenue and profitability.

2. Identify low-traffic periods and implement recovery plans to boost attendance.

3. Support product development by analyzing market trends and guest visitation patterns to design attractive ticket programs.

Team Leadership & Development

1. Conduct daily briefings, ensuring clear communication and high team engagement.

2. Manage on-the-job training programs, ensuring crew members are competent in guest service, emergency procedures, and park evacuations.

3. Foster a positive work environment, maintaining high morale and performance standards.

Cross-Functional Collaboration

1. Work closely with Marketing & Sales on promotions, group sales, and discount strategies.

2. Liaise with other departments to address guest needs, concerns, and operational improvements.

Financial & Compliance Management

1. Oversee ticketing and guest services budgets, ensuring cost efficiency.

2. Enforce cash handling and POS integrity to prevent losses and maintain accountability.

Special Events Support

1. Provide ticketing and guest services support for special events as needed.

Job Requirements

1. Bachelor’s degree in Tourism Management, Hospitality, or Business Management.

2. Fluent in English (spoken and written).

3. Minimum 3 years of supervisory experience in a theme park, water park, FEC, or museum ticketing environment.

4. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

5. Strong leadership, problem-solving, and guest service skills.

Working Conditions

1. Shift work required (including weekends and public holidays).

2. 24 consecutive working days, followed by 5-6 days off.

Benefits

1. Meal allowances & accommodation provided.