Manager - Guest Operation

Job description / Role

Description

At Six Flags Qiddiya & AquArabia, the Manager – Guest Operations is responsible for management of the daily operations of the Guest Relations, Admissions, Rentals, and VIP divisions. This position is responsible for providing support and management oversight to all team members and senior management within the team. Executes plans that support guest satisfaction improvement, employee development, and work environment enhancements. The role will initially work to develop and deliver the ticketing system from an operational perspective. The role will also focus on department-specific standard operating procedures and training.

Job-Specific

Pre-Opening:

• Work closely with senior managers for the product line, including ticketing, fast passes, water theme park adventure experiences, VIP products, and any additional items relating to upsell in line with the approved Six Flags and water theme park business plans.
• Take lead for guest operations when working with wider teams to develop the park-wide ticketing strategy including guest experiences, fast pass, VIP services, cabana rentals, annual passes, and memberships.
• Contribute towards and execute the upselling and cross-selling strategy across both parks to achieve the business plan objectives, review and update as required.
• Closely work alongside ticketing system providers and IT to set up the system according to the business scope, ensuring all stages of setup, testing, implementation, and handover are covered thoroughly.
• Work collaboratively with wider teams, focusing on digital guest journey that meet target key performance indicators for the guest experience and satisfaction focusing on online bookings, mobile app development, and guest satisfaction surveys.
• Work closely with both Six Flags Qiddiya and water theme park operations team to ensure efficient documentation, training, and guest experience management is in place to support seamless day-to-day operations.
• Develop all guest operations documentation covering department information, standard operating procedures, risk assessments, and front-line training.
• Support management in interface with project team during construction for all building fit outs and ongoing handover and development related tasks.
• Support senior managers in the plan and execution of operations for call centre/support team including the feedback management system.

Operations:

• Responsible for the overall safety of all guests and colleagues within and while visiting Six Flags Qiddiya and water theme park.
• Management of day-to-day efficiency of all aspects of ticketing, guest services, park access, VIP groups, and cabana rentals.
• Manage the day-to-day performance of the team, including performance management reviews and development plans.
• Support the wider team in all aspects of VIP and VVIP arrival process and in-park experience; managing tours, special requests, and VIP services as required.
• Work closely with co-workers in managing the park-wide contact center/support team to assist guests on all aspects of communication and feedback.

Requirements

Education:
BSc in Business Administration, or master’s degree preferred.

Experience:
3-5 years industry Middle East/international work. Large water park or theme park or cruise line management.
Pre-opening and/or project management in ticketing, guest services/front line operations.

Skills:
Professional knowledge and use of key systems used within the water theme park.
Languages: Professional understanding and communication of English (written and spoken).
Advanced knowledge of compliance and regulations and Saudi labor law.

Core Competencies:
Self-actualization and fulfilment: Proficiency level – advanced
Team synergy and development: Proficiency level – advanced
Entrepreneurial mindset and drive: Proficiency level – advanced
Business acumen and diligence: Proficiency level – advanced