Assistant Manager, Sales & Ticketing Operations

[What the role is]

Sentosa Development Corporation (SDC) is looking for a proactive and customer-focused Assistant Manager, Sales & Ticketing Operations to oversee ticketing operations and drive exceptional visitor experiences across Sentosa.

Reporting to the Senior Manager, Sales & Ticketing Operations, you will lead daily ticketing operations, supervise frontline teams, identify process improvements, and contribute to initiatives that enhance operational efficiency, visitor satisfaction, and revenue performance. This is an excellent opportunity for someone who enjoys leading teams, solving operational challenges, and delivering service excellence in a dynamic environment.

[What you will be working on]

Lead, manage and develop Team

• Oversee daily ticketing operations to ensure smooth, efficient, and compliant service delivery, including but not limited to conducting daily briefing and managing roster.
• Maintain high operational standards and ensure adherence to established policies, procedures, and audit requirements.
• Monitor operational performance and implement improvements to enhance service quality and productivity.
• Lead, coach, and develop the ticketing operations team to deliver excellent customer service and operational performance.
• Foster a culture of accountability, continuous learning, and service excellence.
• Support manpower planning, staff development, and performance management initiatives.

Drive Guest Experience Excellence

• Support the design and continuous enhancement of the visitor journey across ticketing touchpoints.
• Resolve operational, system, and customer issues effectively to ensure a seamless visitor experience.
• Collaborate with stakeholders to identify opportunities to improve service delivery and customer satisfaction.

Support Revenue and Commercial Objectives

• Contribute to ticketing strategies, promotional campaigns, and business initiatives aimed at driving sales performance and revenue growth.
• Analyse operational and sales performance data to identify trends and opportunities for improvement.
• Support the planning and execution of ticketing promotions, packages, and seasonal campaigns.

Drive Process Improvement and Innovation

• Identify opportunities to streamline processes and improve operational efficiency.
• Participate in service transformation and digitalisation initiatives to enhance business outcomes and visitor experiences.
• Provide operational insights and recommendations to support continuous improvement efforts.

Reporting and Stakeholder Management

• Prepare operational reports, management updates, and presentations to support decision-making.
• Work closely with internal stakeholders and business partners to address operational needs and drive business objectives.

Other Duties

• You will also undertake any other job-related duties as assigned, demonstrating flexibility and a willingness to contribute to the broader success of the Sales & Ticketing Operations team and SDC as a whole.

[What we are looking for]

• Degree in Business Administration, Hospitality, Event Management, or a related discipline.
• Minimum 3 years of experience in ticketing operations, guest services, attractions, hospitality, or a related operational environment.
• Prior supervisory or team leadership experience will be advantageous.
• Strong analytical, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Able to work independently in a fast-paced, customer-facing environment.
• Willing to work on weekends and public holidays when required.