Senior Ops Lead - Indoor Attractions & Guest Experience

Mandai Wildlife Group; Singapore; On-site; SGD 55,000 - 85,000; Full time

Job summary

Mandai Wildlife Group in Singapore seeks an experienced operations leader to oversee indoor attractions and programmes, rostering staff, and ensuring smooth, safe guest experiences across our wildlife parks.

You will collaborate with Tech Services, Facilities Management and IT to minimize downtime, develop SOPs, manage guest feedback, and drive initiatives to meet service goals. A Diploma/Degree in Tourism or Hospitality is required, with 5–8 years in a supervisory role.

Qualifications

• Diploma/Degree in Tourism/Hospitality Management or equivalent.
• 5–8 years in attraction/guest-facing supervisory role.
• Proven leadership and people management ability.
• Strong verbal and written communication skills.

Responsibilities

• Oversee the team and manage day-to-day operations, including staff rostering and deployment at indoor attractions and to ensure efficient and effective operations of the attractions and programmes.
• Work closely with Tech Services, Facilities Management and IT to ensure experiences are delivered smoothly and safely.
• Identify and rectify all technical and experience downtime with relevant department(s).
• Develop and maintain Standard Operating Procedures including in park operational procedures, safety protocols, and guest service standards.
• Identify, plan and coordinate enhancement projects closely with stakeholders to ensure quality service experience for guest.
• Plan, execute and review business related components including seamless pre-arrival to arrival experience for all guest at various touchpoints from online to on-site
• Work closely with all stakeholders for smooth execution of regular operations/events/project activities
• Drive and support initiatives to achieve strategic and operational goals of the organisation and department.
• Ensure delivery of exceptional guest experience and meet or exceed customer expectations including management of guest feedback on-ground and closing service lapses.
• Ensure efficient crowd management, queue management and operational flow to enhance guest satisfaction.
• Review, propose and execute ideas to improve guest experience matters.
• Optimize resource allocation, including staffing, equipment, and supplies, to ensure smooth operation.
• Enforce safety protocols, ensuring compliance with federal regulations.
• Conduct regular safety inspections and risk assessments to maintain a safe environment for guests and team members, proactively identifying and addressing potential hazards; serve as the department’s Safety Representative to ensure compliance with all safety standards and protocols.

Skills

Leadership

People management

Communication skills

Time management

Education

Diploma/Degree in Tourism/Hospitality Management

Job description

Mandai Wildlife Group in Singapore seeks an experienced operations leader to oversee indoor attractions and programmes, rostering staff, and ensuring smooth, safe guest experiences across our wildlife parks.

You will collaborate with Tech Services, Facilities Management and IT to minimize downtime, develop SOPs, manage guest feedback, and drive initiatives to meet service goals. A Diploma/Degree in Tourism or Hospitality is required, with 5–8 years in a supervisory role.