Theme Park Operations Executive (Guest Services)

Date: Nov 19, 2018

Location: Genting Highlands, Pahang, MY

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Genting Malaysia Berhad


Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business covering theme parks, gaming, hotels, seaside resorts and entertainment 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. The flagship projects under this plan include the world’s first Twentieth Century Fox World Theme Park featuring more than 25 rides and attractions of unique cinematic and entertainment concepts based on the Fox blockbuster movies. Next to it is the Sky Avenue & Sky Plaza, a shopping haven for the chic and stylish, with some of the most prestigious lifestyle brands and signature franchises from around the world. The plaza will also house a state-of-the-art cable system, which connects the Sky Avenue to the mid-hill Genting Premium Outlet, with a transport capacity of 3,600 passengers per hour per way.

If you are searching for a dynamic career in the leisure and hospitality industry that offers exciting challenges and growth opportunities; and are a results-driven team player, who is passionate about making people happy then…WE WANT YOU!


Job Descriptions:


*Coordinate the onsite Guest Services needs and functions.

*Coordinate the Cast & Crew on a daily basis.

*Train the Cast & Crew in a Guest Services environment.

*Ensure processes and checks are in place for the opening and closing of entrance turnstile when needed. 

*Ensure processes and checks are in place for the locker and phone charging station rental facilities opening /closing and reports are generated and compiled accordingly.

*Ensure processes and checks are in place for the opening and closing of the Rental Sevices Centers ensuring the appropriate check lists have been followed. 

*Ensure processes and checks are in place for the opening and closing of the Guest Service Centers ensuring the appropriate check lists have been followed. 

*Recognise Cast & Crew for the succesful demonstration of product knowledge and conflict management skills to Guests.

*Give frequent feedback to Cast & Crew, and performance manage as appropriate.

*Coordinate the ordering, stocking and display of Guest Service Centers.

*Coordinate and problem solve elevated issues with Guests, Cast & Crew.

*Monitor and report on missing or damaged stock (wheelchairs, strollers, VIP Badges and etc)

*Monitor on all lockers and phone charging station and ensuring all are in good working condition

*Monitor and follow up on function meeting rooms and function venue bookings. Ensure processes and checks are in place for the opening and closing of function rooms and venue.

*Authorise any ticket/RFID wristband transfer process.

*Develop recommendations and park itineraries for Cast & Crew to suggest and recommend to Guests.

*Report on daily Guest issues.

*Motivate and encourage Cast & Crew to create an exciting and vibrant park atmosphere.

*Ensure Cast & Crew have the park knowledge to answer Guest enquiries in a helpful manner.

*Reward Cast & Crew for providing memorable moments to Guests.

*Empower Cast & Crew to resolve Guest challenges as soon as possible.

*Be available to Cast & Crew to solve any challenges, issues.

*Monitor the refund, void and cash variances. 

*To accept and carry out any task requested and assigned by the Management



Job Requirements:


*Possess a Bachelor Degree in any discipline

 *Evidence of further studies or workplace professional development participation eg: management, leadership, train the trainer

 *Malay speaking, reading and writing skills essential.

 *Confidence in speaking, reading and writing English essential.

 *Oral language skills in a third language highly desirable. (example Chinese, Thai, Vietnamese)

 *Microsoft Word, PPT, Excel & Outlook

 *Minimum three years experience in the Attractions, Hospitality or Retail environment required.

 *Previous theme park or water park guest services experience an advantage.

 *Demonstrated ability to manage others.

 *Friendly service manner

 *Confidence in communicating with a team.

 *Communication skills

 *Leadership & Team Work qualities required

 *Problem solving



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!

Job Segment: Operations Manager, Operations

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