Manager, Operations (Indoor Attractions & Experiences)

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.

Job Duties and Responsibilities:

Operational Planning and Efficiency

· 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 overall departments, i.e. 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.

People Management

· Interview, hire and train to maintain healthy working pool

· Manage staff performance, development and growth.

· Build and coach an effective and motivated team.

· Establish and maintain team competencies in systems and service excellence processes.

Budget and Cost Control

· Control costs by monitoring expenses, implementing cost-saving measures, and optimizing resource utilization.

Job Requirements:

· Diploma/Degree in Tourism/Hospitality Management or the equivalent.

· At least 5 to 8 years of experience in attraction industry in a guest-facing supervisory role.

· Proven leadership and people management ability to manage and motivate staff.

· Strong verbal and written communication skills.

· Positive attitude, resourceful, with a trail-blazer mentality and can-do spirit.

· Good organisational and time management skills with the ability to multi-task, prioritise and meet timelines.

· Able to work on weekends and public holidays.