Manager - Guest Operations

Six Flags Qiddiya City and Aquarabia; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

Six Flags Qiddiya & AquArabia is seeking a Manager for Guest Operations to oversee daily functions in guest relations, admissions, and VIP services. The role focuses on optimizing guest experiences and leading operational strategies, ensuring high guest satisfaction while managing team performance. Ideal candidates will have significant management experience in similar environments and the ability to implement systems that enhance guest operations.

Qualifications

• 3-5 years of experience in the waterpark, theme park, or cruise line management.
• Experience in pre-opening or project management roles related to ticketing and guest services.

Responsibilities

• Manage daily operations for Guest Relations, Admissions, Rentals, and VIP divisions.
• Implement ticketing system and establish standard operating procedures.
• Ensure safety and enhance guest satisfaction across the parks.

Skills

Proficiency with key systems used in water theme parks

Fluent in English, both written and spoken

Strong knowledge of compliance, regulations, and Saudi Labor Law

Education

BSc in Business Administration or a Master's degree preferred

Job description

At Six Flags Qiddiya & AquArabia, The Manager – Guest Operations, is responsible for managing the daily operations of the Guest Relations, Admissions, Rentals, and VIP divisions. This role provides support and oversight to team members and senior management, focusing on guest satisfaction, employee development, and work environment improvements. The initial focus will be on developing and implementing the ticketing system from an operational perspective, along with establishing department-specific standard operating procedures and training programs.

Pre-Opening Responsibilities:

• Collaborate with senior managers on product lines including ticketing, fast-passes, water park experiences, VIP products, and upsell opportunities in line with business plans.
• Lead guest operations in developing park-wide ticketing strategies, including experiences, fast passes, VIP services, cabana rentals, and memberships.
• Contribute to upselling and cross-selling strategies across both parks, reviewing and updating as needed.
• Coordinate with ticketing system providers and IT to ensure system setup aligns with business needs, overseeing testing, implementation, and handover.
• Work with teams to enhance the digital guest journey, focusing on online bookings, mobile app development, and guest satisfaction surveys.
• Develop comprehensive guest operations documentation, including SOPs, risk assessments, and frontline training materials.
• Support project teams during construction and handover phases, ensuring operational readiness.
• Assist management with call center/support team operations and feedback systems.

Operational Responsibilities:

• Ensure the safety of guests and colleagues within the parks.
• Oversee daily ticketing, guest services, park access, VIP groups, and cabana rentals.
• Manage team performance, including reviews and development plans.
• Support VIP and VVIP arrival processes, tours, special requests, and VIP services.
• Coordinate with the contact center/support team to assist guests effectively.

Qualifications:

• BSc in Business Administration or a Master's degree preferred.
• 3-5 years of experience in the waterpark, theme park, or cruise line management, especially in pre-opening or project management roles related to ticketing and guest services.

Skills:

• Proficiency with key systems used in water theme parks.
• Fluent in English, both written and spoken.
• Strong knowledge of compliance, regulations, and Saudi Labor Law.

Core Competencies:

• Self-Actualization & Fulfilment: ADVANCED
• Team Synergy & Development: ADVANCED
• Entrepreneurial Mindset & Drive: ADVANCED
• Business Acumen & Diligence: ADVANCED