Manager - Entry Operations & Guest Services

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world.  The plaza also features a state-of-the-art cable car system, which connects SkyAvenue to the mid-hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Purpose

To lead and manage all aspects of entry operations and guest services at the attraction, ensuring exceptional visitor experiences, efficient crowd flow, and adherence to safety and service standards.

Job Description

Entry Operations

• Oversee ticketing, admissions, and queue management systems.
• Ensure smooth entry flow during peak and off-peak hours.
• Monitor and optimize staffing levels at entry points.
• Implement crowd control strategies and emergency protocols.
• Collaborate with IT GENM and maintenance teams to ensure entry systems are functioning.

Guest Services

• Lead the guest services team including ticketing crews and guest relations.
• Resolve guest complaints and feedback professionally and promptly.
• Train staff on service excellence, accessibility, and safety procedures.
• Coordinate with other departments (e.g., housekeeping, security, F&B, retail) to ensure seamless guest experiences.
• Monitor guest satisfaction metrics and implement improvements.

Team Leadership

• Recruit, train, and develop entry and guest services staff.
• Conduct regular performance reviews and coaching sessions.
• Schedule shifts and manage daily operations to meet business demand.

Financial & Reporting

• Manage budgets for entry operations and guest services.
• Track revenue from admissions and retail upsells.
• Prepare reports on guest satisfaction, operational efficiency, and staffing.

Job Specifications

• Bachelor’s degree in Hospitality, Tourism, Business, or related field.
• 3–5 years of experience in guest services or operations management, preferably in attractions or hospitality.
• Strong leadership and conflict resolution skills.
• Familiarity with ticketing systems and CRM platforms.
• Excellent communication and organizational abilities.

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!