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:

Pre-Opening Planning

Review & Establish Operations Requirements

Work closely with Mandai Product Development team and coordinating transitioning phases.
Establish facilities requirements, including FFE list with various departments to ensure all necessities are in place according to milestones and to specifications set.
Identify and develop contingency plans for potential challenges on operational processes, maintenance and guest experience issues.
Collaborate with relevant authorities to obtain necessary permits and certifications.

Create Working Instructions for Both Testing & Operating Phases

Work closely with overall testing departments, i.e. Tech Services, Facilities Management and IT to ensure testing phases ( T&A, SAT and UAT ) are carried out smoothly.
Identify and rectify all challenges during testing phases 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.

Recruit, Interview, and Hire Operational Team

Create job descriptions for all operation positions.
Work closely with HR on job postings, interview process and selection decision.
Prepare operations on-boarding processes for new hires.
Collaborate with training team to implement training programs.

In Park Operations

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.
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

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 mee timelines.
Able to work on weekends and public holidays.

Manager, Operations (Indoor Attractions & Experiences)