Assistant Manager, Guest Experience

1 week ago

Islands District, Singapore Resorts World at Sentosa Pte Ltd Full time $60,000 - $80,000 per year

The Assistant Manager in Guest Experience & Ticketing supports the overall operations of the department by assisting in planning, budgeting, and service delivery. This role ensures compliance with ticketing policies, monitors operational performance metrics, and contributes to service improvements through data insights and frontline feedback. The Assistant Manager also plays a key role in coordinating staffing needs, working closely with Area Managers and HR, and liaising with vendors and internal teams to maintain and enhance guest service facilities and systems.

Responsibilities:

  • Support the Manager in overseeing daily operations of the Guest Experience & Ticketing department, including planning and budgeting, ensuring smooth and efficient service delivery.
  • Assist in the implementation and compliance of ticketing regulations, policies, and procedures, and provide recommendations for improvement based on frontline insights.
  • Monitor and report on key operational metrics, including guest feedback, service levels, and financial transactions, to support departmental planning and decision-making.
  • Coordinate staffing schedules and deployment needs, and work closely with Area Managers and HR to ensure optimal manpower coverage and team performance.
  • Collaborate with vendors and internal stakeholders to support the maintenance and enhancement of guest service facilities, systems, and amenities.

Requirements:

  • Diploma/Degree in a relevant discipline.
  • At least 4 years of experience in related operational management, preferably in general business and theme park operations.
  • Knowledge of administration and management methods, and familiarity with theme park regulatory requirements and strategies.
  • Experience in management of standard policies and procedures within a major function and interface with work processes in other divisions.
  • Excellent leadership and team management with the ability to lead by example and manage team members with effective communication and interpersonal skills.
  • Strong operational and administrative management skills, with the ability to manage staffing levels and training, and resolve issues.
  • Strong analytical and problem-solving abilities.
  • Possess knowledge of industry standards and regulatory compliance.
  • Ability to work under pressure and adapt to changing situations in a fast-paced environment.
  • Knowledge of ticketing systems and operations.
  • Able to perform shift work, and willing to work during evenings, weekends and public holidays.
  • Able to stand for long hours and work in an environment where there can be hot, humid and wet weather.

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